Measuring performance for the customer

While many corporates have launched customer centricity programs, they also need to answer the question on how to measure their effectiveness in driving customer preference. Why is it important to measure performance for the customer, in addition to the traditional financial metrics? What are the right metrics and how to select them? This article will … Continue reading


The new normal is just a fast forward

Who would have ever imagined that in our lifetimes we would be wearing masks in the streets, international travels would have stopped and work from home would become the standard? Sociologists, politicians and corporates are devoting research and resources to predicting the upcoming world, “the new normal”. Has the world been really transformed by Covid-19 … Continue reading

Customer-focus? Customer-centric? Customer-led?

With the explosion of transparency in how brands manage and treat their customers (price comparisons, quality of service, brand reputation on social media – to quote only a few), more and more corporate have recognized that winning a customer is less and less about price competition and product differentiation, and more and more about providing … Continue reading

Interview #6: le point de vue de Chris Roig-Ramos chez BlaBlaCar “l’assurance permet de renforcer la confiance”

Chris Roig-Ramos est Business Development Manager chez BlaBlaCar, en charge de l’assurance. BlaBlaCar vient de signer un partenariat européen avec AXA et propose des couvertures gratuites à ses membres depuis le 18 mai.   Quel rôle joue l’assurance dans votre activité? L’assurance nous permet de rendre le covoiturage encore plus fiable. Même si l’assurance du … Continue reading

How to pick your boss?

  As a candidate, when applying for a job – whether internal or external, there is often a feeling that selection is a one-way street: you are the one being picked. There are certainly other candidates, and everyone is on his or her best behavior to get the job. Still, as much as one might want the position, it is equally important … Continue reading

Interview #5: Le point de vue de Paulin Dementhon chez Drivy “notre service ne pourrait pas exister sans assurance”

Paulin Dementhon est Fondateur et Président de Drivy. Drivy est le leader européen de la location de voiture entre particuliers avec 500 000 membres en France, Allemagne et Espagne.   Quel rôle joue l’assurance dans votre activité? Notre ambition est d’être la meilleure plateforme au monde pour la location de voitures. Cela s’appuie sur deux … Continue reading

Interview #4: le point de vue de Carline Huslin chez Generali

Carline Huslin est Directrice Transformation Digitale et Expérience Client Multicanal chez Générali France Si vous deviez définir l’économie du partage: L’économie du partage représente un changement du rapport aux choses. On passe de la possession à l’usage et donc au partage. Ça a commencé par la musique et les vidéos, puis maintenant les objets et l’automobile. … Continue reading