Customer Experience in combinatie met innoveren

Op 1 december 2022 werd de CXPA Apero van de “Customer Experience Professionals Association – Switzerland” gehost door Gregorio Uglioni (CCXP) en Giuseppe De Vincenti (CCXP). Barbara van Duin (CCXP) van in-Novation was gewaardeerd gast tijdens dit live-event.

Customer Experience en innoveren, wat houdt dat in?

Tijdens dit live-event komen drie CCXP professionals aan het woord, waarbij met name Barbara van Duin – als gast – interessante praktijkvoorbeelden aandraagt. Onderstaand vind je een samenvatting van het live-gesprek, in het Engels.

Customer experience and innovation

Customer experience

Barbara starts of by saying that it is not the marketing department or customer service or any other department that services a customer on its own. But it is the services of all these departments together that add up to an experience that should answer the need of the end-user (customer).

Innovation through unusual connections

Innovation occurs when unusual connections are initiated between groups and organizations. Barbara has facilitated several energy transition projects over the years: “We are currently working for the Dutch government focusing on the transformation to a more sustainable society. In order to transform, we research to bring groups together that normally would not meet. Bring them together in one room and have them exchange experiences and co-create. They will come up with great concepts and innovative solutions.”

Customers bring the unusual perspective

Barbara points out that for many companies just listening to their customers is something unusual for them to do. It provides them with a tremendous amount of insights and inspiration on innovative ideas. Most companies try to think of innovations from an internal perspective. But it is more worthwhile and innovative to start from the outside, from a customer’s point of view. Here’s where the CX-expert comes into play.