CX - explaining the world - Jens Krüger's column

Bonsai CEO Jens Krüger has been dealing with the topic of customer experience even more intensively than usual in recent weeks and months. Today his column "CX - the explanation of the world. Or what is it actually about?" at marktforschung.de. And already a few days ago, the magazine "Sales" for Friends & Family from Bonsai and myEnso came out with a complete issue on the topic of CX.

When we talk about CX, it is usually first about processes and/or software. Sometimes it is almost forgotten that customer experience is literally about "customer experiences" - not about systems, but about people.

Customer Experience (CX) is no longer enough, today it has to be Total Customer Experience. The logic of the increase alone makes it clear: investments are being made here. In some cases, high double-digit millions are being invested - in software, systems, in artificial intelligence and ultimately also in human intelligence in the form of personnel. The future belongs to customer experience managers. At the same time, marketing seems more bland than ever. Why is that actually the case? Jens Krüger deals with this question today in his column "Real life" on marktforschung.de. And of course also with the question of how this can be changed.

In the magazine "Sales", published by Bonsai Research, myEnso and New Business Verlag, Jens Krüger challenges marketeers to "Do something different!"