Amanda Forshew
Don’t Let Obsession with Process Cut the Soul Out of Customer Experience
Where Is the ‘Emotion’?
Over the last few years, fixing, streamlining, rationalising, the CX journey has been the focus of activity for many organisations....
Combating the ‘Amazon Effect’ to Close the Gap Between Customer Experiences and Expectations
The AMAZING is now the EXPECTED
The age of the ‘expectation economy’ has turned what was once the amazing or unusual, into the expected. Can...
John Lewis ‘& Partners’ rebranding – making a difference to customers or not?
Rebranding during difficult times
For the first time in John Lewis’ history, the 83,000 partners who work for the company have been incorporated into the...
How to Sustain Customer Experience Improvements: Removing Pain or Reducing Effort is Not Enough
In a number of studies, we regularly see customer experience improvements made by brands in an individual year. Sometimes these improvements are made from...
What is Your Organisation’s Customer Cause?
What’s a customer cause? And should organisations have a stated one for their customers?
According to Oxford Dictionaries, a Cause is defined as a ‘principle,...
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...
