CX Goalkeeper with Nils Hafner - S1E15 is about the Customer Experience Trend Radar 2021

The CX goalkeeper had a smart discussion with Nils Hafner.

Prof. Dr. Nils Hafner is a great friend of mine and an outstanding CX expert. In the DACH region one of the most known CX thought leader. He is an international Keynote Speaker, a Blogger, an Author and Professor at the University of Lucerne. How Nils explains CX and the examples he is using, make the discussions with him unforgettable.

My key learnings:

• First Nils started with CRM Trends in 2006 and then moved to the Customer Experience Trend Radar 2021

• The CX Trend Radar 2021 is structured in People, Process & Technology covering 18 Trends (1 additional) positioned on a maturity model.

• Development in CX Management is technology driven without a real CX vision

• As a matter of fact, there is an acceleration of digital and decreasing budgets. Therefore, is it important to focus on differentiating factors (compared to competition)

• One item was added in 2021: governance for design and delivery

• Suggested focus for 2021: Value Irritant matrix, Digital experience (instant, immersive) and Conversational AI

Something special about Nils: His hobby is “Reading and world Domination”

His book suggestion: The Effortless Experience, Matt Dixon, Nick Toman and Rick Delisi

Nils shares a quote a not the usual gold nugget: “For a complex problem there is always a simple solution, but this is most time wrong” Umberto Eco”

How to contact Nils:

- http://hafneroncrm.blogspot.com/

- https://www.linkedin.com/in/nilshafner/

- Amazon Link to Nils Hafner's book (German)

Thank you Nils!

#customerexperience #leadership #innovation #transformation #cxtrends #strategy