Discover how CX professionals are using customer journey maps to improve customer experience. Learn about common journey mapping practices, research methods, and team collaboration strategies.

Discover how Poland's CX leaders blend human connection with digital innovation. Explore 3 pillars of "human magic" reshaping customer experience in an increasingly automated world. Learn lessons for global businesses.

Effective customer research requires systematic interview techniques that uncover genuine insights rather than surface-level responses or socially desirable answers. The funnel technique, validated through extensive user experience research, provides a structured approach to customer conversations that moves from broad, open-ended exploration to specific, actionable insights. The technique enables organizations to understand not just what customers do, but why they make specific choices, how they think about problems, and what factors truly influence their behavior and satisfaction across different cultural and economic contexts.

"The real million-dollar question is: how do you develop a customer service organization where people know how to have great conversations?" Dimitri Jambé poses this challenge with the passion of someone who's witnessed countless companies pour resources into technology while neglecting their most valuable asset—the humans who speak directly with customers.

Customer satisfaction scores are dropping across your organization, but before you panic about service quality, consider this: the problem might not be your customers' experience—it might be how you're measuring it

Research demonstrates that designing for actual customers rather than idealized versions leads to more successful outcomes and sustainable business growth. This principle becomes particularly critical in diverse European markets where cultural, linguistic, and behavioral variations create complex customer realities that resist oversimplification. Organizations that embrace customer reality rather than fighting it create more inclusive, effective experiences that serve broader customer bases while achieving better business results. The methodology provides a framework for understanding, accepting, and designing for customer diversity rather than attempting to force customers into predetermined behavioral patterns.

"At what point does customer experience management become manipulation?" Koen Peeters, Business and Service Designer at Proximus, poses this provocative question with the thoughtfulness of someone who navigates the ethical boundaries of digital design daily.

Customer experience is often reduced to metrics and spreadsheets, Anne-Laura Janssens stands as a passionate advocate for keeping the human element at the center of every business decision. As the head of marketing at Idalko and an experienced customer experience manager across multiple industries, she brings a refreshingly authentic approach to CX that bridges the gap between data and real human experiences.

Customer ratings have become the cornerstone of digital commerce, influencing billions of purchasing decisions across European markets daily. However, groundbreaking research reveals that the format in which ratings are presented—whether as numerical scores (3.7/5) or visual symbols (★★★★☆)—fundamentally alters how customers perceive quality and make decisions.