Pierre Kovacs Email & Phone Number | What does the customer experience of the future look like from your perspective? Don Peppers: The future of customer experience is one in which companies take seriously consumers’ rising expectations of them. Every time you get served well by Amazon or Umpqua Bank, your expectations of the next bank, or bookstore, or any experience increase. The problem that most companies have is that they don’t recognize they’re on the downward slope of these rising expectations. They think they’re keeping up. They think they add technology and therefore they’re better, when in fact, they’re declining in the customers’ eyes. In my view, the customer experience management (“Small E” experience) discipline is very bright. Increasingly, there are examples of companies where management wants to make the experience better. But they find they’re conflicted. Their alignments don’t add up, they reward people for the wrong things, their capabilities don’t exist because they can’t even tell when a customer was on their website or called in. Their mindset is bad. As a wise sage once said, “You can’t write a line of business code to require employees to delight customers.” All of these are obstacles that companies face today. The closer we get to this as a real discipline, the more realistically companies are tackling these obstacles.

Pierre Kovacs

What does the customer experience of the future look like from your perspective? Don Peppers: The fu...
Chateauroux, Chateauroux, France

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Pierre Kovacs’s Email pierre.kovacs@noos.fr

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Pierre Kovacs’s Location Chateauroux, Chateauroux, France

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Directeur des opérations et relation client

1989-05-01 00:00:00 - 2021-03-01 00:00:00

IT Consultant

1980-06-01 00:00:00 - 1988-01-01 00:00:00

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Pierre Kovacs is a What does the customer experience of the future look like from your perspective? Don Peppers: The future of customer experience is one in which companies take seriously consumers’ rising expectations of them. Every time you get served well by Amazon or Umpqua Bank, your expectations of the next bank, or bookstore, or any experience increase. The problem that most companies have is that they don’t recognize they’re on the downward slope of these rising expectations. They think they’re keeping up. They think they add technology and therefore they’re better, when in fact, they’re declining in the customers’ eyes. In my view, the customer experience management (“Small E” experience) discipline is very bright. Increasingly, there are examples of companies where management wants to make the experience better. But they find they’re conflicted. Their alignments don’t add up, they reward people for the wrong things, their capabilities don’t exist because they can’t even tell when a customer was on their website or called in. Their mindset is bad. As a wise sage once said, “You can’t write a line of business code to require employees to delight customers.” All of these are obstacles that companies face today. The closer we get to this as a real discipline, the more realistically companies are tackling these obstacles.