Our thoughts on Digital Customer Experience

Digital Customer Experience Benchmark 2016

Mopinion: Digital Customer Experience Benchmark 2016 - Feature Photo

The Digital Customer Experience Benchmark 2016 reveals that most major European companies still remain in the beginning stages of monitoring customer experience through digital channels such as websites and mobile apps. Nearly half of these respondents feel that they are doing reasonably well in terms of monitoring customer feedback. Nonetheless, in terms of customer follow-ups […]

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Digital Customer Experience Benchmark 2015

Mopinion: Pros and Cons of Feedback types Mopinion

The Digital Customer Experience Benchmark 2015 shows that most major European companies are still at the beginning of monitoring customer experience through digital channels such as websites and mobile apps. Almost half of the respondents in the survey believe they are doing pretty well in monitoring customer feedback. However, companies often do little for solid […]

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Digital Customer Experience – capturing the right customer insights

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Depending on their goals a customer has from using your digital channels, they may choose different paths to reach them. Equally, one customer may use a different path than another to reach the desired goal. Therefore, to facilitate the holy grail of the digital customer experience you need a lot more than just some general […]

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Digital Customer Experience – the sum of insight and action

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If no action is taken, capturing online customer feedback is just a vanity tool. Equally, if customer feedback is simply stored in a system and nobody looks into it, the organisation is deprived of valuable customer insight. Its common sense to see that action taken on insights almost always leads to a positive outcome when […]

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