Mark de Bruijn


marketing, customer experience, data, analytics

Create Happy Customers: Untangle A Web Of Marketing Tools And Data For Best Use

17-Nov-2017 | Mark de Bruijn

Marketers have a whole range of tools to provide optimum service to customers. Ironically, however, those solutions can also lead to new problems, such as data silos and an inconsistent customer exper

Seven Facts In Retail That Demand Change

6-Oct-2017 | Mark de Bruijn

Customer loyalty is no longer the powerhouse that it once was. In the digital age, consumers expect top-notch customer service, and the ability to buy what they want, anywhere, and anytime, through va

What Will The Customer Experience Look Like In 2020?

14-Sep-2017 | Mark de Bruijn

We are living in an age in which retail chains are going bust by the score, which means the need for an optimal customer experience is clearer than ever. Developing at breakneck speed, modern technolo

customer experience, helpdesk, call center

How To Bring Your Customer Service Into The Digital Era

4-Aug-2017 | Mark de Bruijn

In this digital economy, customer service is a core component of the customer experience. But how do you bring it up to speed for the decade to come? For a long time, personal aftercare simply cons

Robots And AI In Retail: 8 Things You Must Know

14-Jul-2017 | Mark de Bruijn

“A new coat, please,” you say to the store robot, in a bit of a hurry. It notices that you’re in no mood for chit-chat and already knows that you have little time to spare on Thursday nights. Th

How Mixed Reality Improves The CEX Of The Future

9-Jun-2017 | Mark de Bruijn

The public is not yet as familiar with mixed reality as they are with virtual reality. This technology, however, is at least as promising for businesses. So what role can mixed reality play in the opt

Experiential Marketing: Magnet For Millennials

17-May-2017 | Mark de Bruijn

Millennials have grown up in a world that seamlessly merges the virtual with the real – but also a world in which “fake news” seems to increasingly dominate social media. They are in dire need o

customer experience, gaming, customer engagement

Level-Up Your Customer Experience: Lessons From The Gaming Industry

13-Jan-2017 | Mark de Bruijn

From the first teaser trailer to the final level, the gaming industry demonstrates that it knows exactly how to engage and cultivate the interest (and loyalty) of its customers. And, it’s a goldmine

In 2017, Customer Experience Management Should Be Your First Priority

28-Dec-2016 | Mark de Bruijn

The customer experience can make or break an organization. Therefore, it is very important that you optimize the customer experience continuously. But how do you know where you stand? And what strateg

This Is What Customer Experience Will Look Like In 2020

6-Oct-2016 | Mark de Bruijn

Since we are living in an age where retail chains go bust by the score, the need for an optimal customer experience is clearer than ever. Modern technology offers many opportunities to enrich the expe