Ellie English

Should we shift the conversation from customer-centricity to person-centricity?

Customer-centricity and employee engagement are collectively being recognised by organisations as an important strategic orientation that are key to improving business success. Yet, there is very little recognition and discussion about how true person-centricity can drive improved business outcomes, i.e., the strategic and collective alignment...

Net Promoter Score (NPS) – Still useful or ineffective?

Given the changes and evolution in customer experience evaluation techniques, emerging new technologies and Big Data, is NPS still an effective metric to assess the health of your customer experience and predict customer loyalty?

How to generate tangible results from your CX strategy

Image owned and sourced by inQuba Many Australian and global organisations recognise the importance of and need for effective Customer Experience (CX) and its contribution to driving business outcomes. But most don’t know how to effectively link these together to drive a step change in...

10 fundamentals to deliver value from customer-centricity

Image by Spiro Nidelkos @ Spironidelkos.com Organisations that embrace customer-centricity outperform their peers on revenue growth 1). However, if a customer-centric strategy is not approached in the right way, it can fail to deliver business value. Successful customer-centric strategies and transformations require a holistic...

6 ways to measure and improve your CX strategy

Photo by Magda Ehlers from Pexels The Forester 2018 US Customer Experience (CX) index highlights organisations globally are struggling to drive improvements in CX. The story is the same in Australia according to their local research , describing CX efforts as “decorating” with a focus...

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