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Gustavo
Imhof

Gustavo Imhof

Gustavo Imhof is a CX professional with a background in customer experience measurement (or voice of the customer) and customer experience strategy design and implementation. He has held roles in customer insight at KMPG Nunwood and Carlson Wagonlit Travel, and is currently part of the CX team at consumer delivery specialists Hermes.

Imhof isdriven and passionate about spreading the word about customer experience, making it right by the customer, making customer-led change in businesses and witnessing (and ultimately shaping) what he likes to coin as next practice in the making. You can follow his learnings and insights on his website CX Ahead.

This isn’t the year of futuristic innovations and a complete industry overhaul, 2018 is about customer experience maturity across the board.Year after year, we see people talking about the next 12 months as announcing a fantastic revolution, with innovation transforming life as we know it and redefining the standard in customer experience. There...Full Article »
It’s a new world of customer feedback measurement, but is it out with the old and in with the new, or can traditional and futuristic tech work alongside each other to paint a complete picture? Let’s face it, surveys have lost a lot of their popularities over the years. Decreasing response rates and an ever shorter attention span from customers...Full Article »
The latest tech is helping to streamline CX in the hospitality industry, but what are some of the key players to look at to create that unforgettable experience? There is no denying that over the past ten years technological advancements have taken up a much more prominent position across industries; from chatbots in customer contact centres to...Full Article »
The 3rd generation of FinTech is fantastic news for customer experience in niche segments, says CX expert Gustavo Imhof. The surge of technology-savvy and customer-centric entrants in the financial services industry has caused great disruption in the market, forcing the industry as a whole to enhance experiences delivered to customers – putting...Full Article »
What can global organisations learn from the AI-road being paved by Nordea and Nordic Choice Hotels? Every now and then, I find myself discussing with acquaintances a phenomenon I usually describe as “The Nordic Innovation Paradox”. Ask anyone in the streets, at the office or at home, what is the first thing that comes to their mind when they...Full Article »
What can global organisations learn from the AI-road being paved by Nordea and Nordic Choice Hotels? Every now and then, I find myself discussing with acquaintances a phenomenon I usually describe as “The Nordic Innovation Paradox”. Ask anyone in the streets, at the office or at home, what is the first thing that comes to their mind when they...Full Article »