Author name: Eckhart Böhme

I am incredibly proud to be one of the authors and to appear in the same book as the thought leaders of the Customer Experience (CX). Thanks to Karl Sharicz (CX-PRO, EdM) for your oustanding effort putting it together and your vision for the book! 📘 Book Summary “CX-PRO – Beyond the Basics” by Karl […]

Mainz and Helsinki, August 19, 2024 Unlocking true digital transformation success In digital transformation, it’s easy to get caught up in the technical complexities. Businesses often focus on implementing the latest technologies to reduce costs and boost efficiency. However, this approach can be too narrow, potentially overlooking the true drivers of success: the people involved,

Making the case for Customer Discovery by Sizing the Customer Knowledge Gap Up to 90% of the factors crucial in the customer journey are unknown. We make decisions based on what we know or assume. The quality and accuracy of this input determines the quality of our decisions. Garbage in – garbage out. So, the

How “feeling” the customer’s pains helped to shape io Health’s home health  documentation solution. In May 2023, io Health and unipro solutions teamed up to methodically interview businesses providing home health care to understand their needs, pains and constraints and much more. The result: io Health quickly identified and prioritized all pain points, accelerated the

In October I was invited to run a workshop for the first three cohorts of the Customer Experience Management Master students at Michigan State University. The Master Program is North America’s first master’s degree in Customer Experience Management (CXM).  Over 30 students and faculty got an overview of our “progress framework” and hands-on experience with

Meetup on 19. Sept. 2023 How do you generate data on which to base reliable product and marketing decisions? What data do I need and how can I generate this data quickly and easily? When we developed The Wheel of Progress 4 years ago, we had no idea how much it would help answer these