In the era of digitalization, organizations have no choice but to transform, to evolve their customer experience, and particularly their Service Spirit. Collaborators have to be accompanied to adapting new postures. Xavier Quérat-Hément, president of the Association ‘Esprit de Service’ France, delivers his expert opinion. The customer experience, creating value Business transformation is accelerating dueRead more
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For customers, it’s no longer just about buying a product or service. It’s about delivering memorable experiences from their favorite brands. In today’s connected economy, customers are placing more value on their experiences than the products or services they’re consuming. They want experiences that make their lives easier and precisely reflect their preferences, needs andRead more
Since the GDPR has come into effect in May, personal data has been front and centre of every conversation. Consulting firm Extens has developed its vision around relational data, which delves deep into the field of Customer Experience. How does relational data foster trust and create value for both companies and customers? Trust reinforced byRead more
Business Case, Customer Centered Service Culture, Customer journey, Ease | 0 comment | 12 June, 2018 | 0
Three years ago, Royal Air Maroc, the Moroccan national airline company, chose Extens Consulting in order to extensively improve their customer relations. In order to respond to the issues of a sector in constant development, its service culture was standardized. Let’s go back to this mission, which was described during the 2017 European Customer DayRead more
The General Data Protection Regulation (GDPR) will take effect in May 2018. Extens Consulting invites you to discover its new white paper on GDPR. Discover what GDPR is about and its impact on customer experience. Discover the new Extens Consulting White Paper “GDPR: a unique opportunity to reinvent your customer relationships”. This white paper isRead more
The Stratégie Clients show is the unmissable event for customer relationship professionals and call centers. Latest innovations, presence of major players in the sector and exchanges on trends… An event not to be missed, Extens Consulting will participate from 10 to 12 April 2018 in Paris. What is the Stratégie Clients show about? Since 2007,Read more
Developing an omnichannel strategy in the field of Customer Experience is quickly becoming the new norm. Companies are faced with the considerable challenge of having to deliver seamless service, regardless of how or when they are contacted. Emmanuel Richard, Director and founder of Extens Consulting, introduces us to the key concepts that define the SpiritRead more
Extens Consulting, specialized in Customer Experience, is proud to launch its innovative offer around mystery shopping and customer journeys. Désirée Pels, Senior Consultant and expert in retail, tells us more about it. Why introducing Mystery Shopping as a new offer? Mystery Shopping will be an additional asset in our portfolio of expertise. With our knowhow inRead more
The GDPR (General Data Protection Regulation) will soon come into effect… But what is it really about? Are you prepared? It’s the perfect time to test your knowledge before the release of our White paper on GDPR and Customer Relationship. Chargement en cours… Download the GDPR White paperRead more
The New Year has already arrived, meaning that there are fewer than four months until the General Data Protection Regulations (GDPR) – a set of laws that put ease of access, ease of understanding and ease of communication front and center – also become a legally binding reality for businesses. On May 25, 2018, whenRead more
