9 min read
Sofía Oviedo | Jun 02, 2025
The best business indicators are the few key performance indicators (KPIs) that tie a process directly to a strategic objective, are measured with reliable data, have a named owner and a defined frequency, and trigger a decision when they move. A...
The importance of customer experience in competitive differentiation lies in one fact. When products, prices and features look alike, the way a...
Design thinking matters in customer experience because it makes companies solve the right problem before investing in a solution. By starting from...
DMAIC lets a bank redesign a slow process in five disciplined stages, define, measure, analyze, improve and control. In the personal loan case below,...
A value stream map is a visual representation of every step a company performs to deliver a product or service, from the moment the customer places...
A buyer persona is for aligning marketing, sales and service around one evidence-based picture of the customer you most want to win, so that every...
A value proposition is a clear, concise statement of the unique benefits a company, product or service offers its customers and why they should...
A buyer persona in the retail industry is a research-based profile of a typical shopper or business buyer that describes who they are, what they...
The five relevant aspects that make up a customer journey are its five stages, namely discovery, consideration, purchase, retention and loyalty. Each...
ICX Consulting, a commercial strategy and customer experience consulting firm, helps manufacturers solve the challenges in manufacturing industry...
