Amanda Forshew

The Customers’ Experience now defines the Brand

Customers can engage with brands in more ways and places than ever before. As a result, customer expectations are higher than ever. We expect...

Is “Agile” the Key to Customer Experience Success?

Agile entails frequent interventions and collaboration between business and IT groups and requires company-wide acceptance of a test-and-learn approach. Agile’ as a methodology with...

When sub-contracted Customer Experience goes wrong

Source: Pixabay An Insurance policy should give us confidence that we and our possessions are taken care of, at a time of need. If something...

Making an impact on the customer experience in the first 90 days

In the U.K, the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those...

What HR could learn from Customer Experience – a people insight and analytics approach

Source: Adobe Stock 87% of organisations cite employee engagement as being one of their top priorities. However, in Gallup’s 2017 global study, they found that only 15%...

Is “Dark Data” the Key to Closing Your Customer Experience Gap?

We start 2018 facing an experience gap – that’s to say a gap between what customers need from their experiences with brands and organisations...

2018 – The year of The 6 E’s

2018 – The year of The 6 E’s We have all seen a range of articles talking about predictions for Customer Experience in 2018. I...

2017 the Year of Undelivered Promise

This year, customer experience has broadly been recognised by the business community as a key imperative and growth driver. The ‘Experience Economy’ first conceptualised...

Recent reports confirm the UK is slipping into customer experience mediocrity

Customer Experience improvements have stalled. This was confirmed by recent study findings issued by both KPMG Nunwood and Forrester. The Forrester report confirms...

Big Brands are Getting Physical

Why is it then that seemingly every week there is news about another brand that is opening a physical brand experience space for its...

Black Friday – one-off retail frenzy or memorable customer experience?

Is Black Friday a wise and significant event for retailers? Are consumers still buying into it now that it has become a weekend-long event?...

Taking control of Uber’s customer story

I read a quote somewhere from Skip Prichard (CEO & Leadership speaker): “Clarity is the beginning of a good experience.” We see time and time...

But our dog is dead … the perils of ignoring customer emotion

The UK is a pet-loving nation. We treat our animals like members of the family and we do like to protect our own. We,...

From CX Initiative to CX Transformation – how one company embraced customer centricity

At the CXPA CX Day event in London earlier this week, we heard a compelling case study, delivered by the worthy 2016 CX Award...

Customer Experience Leaders & Laggards – What’s the Difference?

“Customer Experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products.”: Forrester’s Rick Parish. The benefit...

“Pioneering Amazing Experiences” – Customer Experience lessons from first direct’s head, Joe Gordon

According to Forrester, 70% of customer experience (CX) professionals say that their company’s goal is to be a CX leader in their industry or...

To really improve your customer experience, fix what matters

How do you go about making improvements to the customer experience that will make a real difference for customers? You know things are not...

In this day and age, is it unreasonable to expect companies to have an...

Delayed flights and missing bags happen. The poor management of these areas is probably the airline customers’ biggest pain point. Even if disruption is...

Perfect Partners? Who’s the weakest link in your connected customer experience?

According to Econsultancy.com the greatest barrier preventing an organisation from improving its customer experience is ‘complexity of the customer experience and the number of...

Deploying technology to ensure happy customers

This week we experienced a frustrating and painful customer experience with a hire car company in Spain. It’s a small, lesser known company owned...

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