The Big Picture

In this section, I share my thoughts on business driving ideas, processes, and how to create a customer experience-centric strategy that makes sense for both organizations and their consumers. This is a chance to step back, understand where the market is going, and make informed decisions on strategy, process, and technology.

In the Field
The Big Picture
Adobe released a report earlier this year to better understand how brands can build Trust with customers and employees. Although you can access the Adobe 2022 Trust Report, I'd like to highlight some of its content and add my point of view around Brand, Data, Content, and Experience.

Is Your Customer Trust Earned or Broken? [Report]

The Big Picture
August 23, 2022
/
6 min read
How to create a CX Strategy: Seven priorities you, CX Professionals, need to think of to create solid and lasting customer experiences including Customer Insights, Journey Mapping, and Measurement.

Seven Priorities For Creating a Successful CX Strategy

The Big Picture
December 7, 2021
/
7 min read
Customer Journey Management definition: It is an approach that helps understand a brand's experience from the customer's standpoint. It identifies the best way to interact with customers at each stage of their journey to continue moving them through the sales funnel.

What is Customer Journey Management, and why should you care?

The Big Picture
October 5, 2021
/
3 min read
Campaign Management has traditionally been defined as planning, designing, executing, and analyzing a marketing initiative. On the other hand, Journey Orchestration focuses on the customer as it follows them through all the stages of their journey with the brand and gives organizations the insights they need to interact with customers at the most crucial moments of their experience.

Campaign Management vs. Customer Journey Orchestration

The Big Picture
September 21, 2021
/
4 min read
It is a great time to be in the Customer Experience Management Business. Our industry has seen numerous changes in business models, technologies, processes, and skillsets for the past decades. Our end goal, however, remains the same: Building exceptional and delightful experiences for our customers. Here are the 3 reasons why I have started this blog. Here are the three reasons I have decided to create this blog and share my thoughts around Customer Experience Management with a focus on D2C Retail.

Three reasons why I have started this blog

The Big Picture
September 13, 2021
/
4 min read
HomeThe Big PictureIn the FieldExperience Business GlossaryAbout Mathieu HANNOUZContact

The Big Picture

In the Field
The Big Picture
Adobe released a report earlier this year to better understand how brands can build Trust with customers and employees. Although you can access the Adobe 2022 Trust Report, I'd like to highlight some of its content and add my point of view around Brand, Data, Content, and Experience.

Is Your Customer Trust Earned or Broken? [Report]

The Big Picture
Aug 23
/
6 min read
How to create a CX Strategy: Seven priorities you, CX Professionals, need to think of to create solid and lasting customer experiences including Customer Insights, Journey Mapping, and Measurement.

Seven Priorities For Creating a Successful CX Strategy

The Big Picture
Dec 7
/
7 min read
Customer Journey Management definition: It is an approach that helps understand a brand's experience from the customer's standpoint. It identifies the best way to interact with customers at each stage of their journey to continue moving them through the sales funnel.

What is Customer Journey Management, and why should you care?

The Big Picture
Oct 5
/
3 min read
Campaign Management has traditionally been defined as planning, designing, executing, and analyzing a marketing initiative. On the other hand, Journey Orchestration focuses on the customer as it follows them through all the stages of their journey with the brand and gives organizations the insights they need to interact with customers at the most crucial moments of their experience.

Campaign Management vs. Customer Journey Orchestration

The Big Picture
Sep 21
/
4 min read
It is a great time to be in the Customer Experience Management Business. Our industry has seen numerous changes in business models, technologies, processes, and skillsets for the past decades. Our end goal, however, remains the same: Building exceptional and delightful experiences for our customers. Here are the 3 reasons why I have started this blog. Here are the three reasons I have decided to create this blog and share my thoughts around Customer Experience Management with a focus on D2C Retail.

Three reasons why I have started this blog

The Big Picture
Sep 13
/
4 min read
HomeThe Big PictureIn the FieldExperience Business GlossaryAbout Mathieu HANNOUZContact