Mareli Smit

Customer experience journeys without emotion built into it will make companies cry in the...

Tambov, Russian Federation - March 24, 2015 Lego figure heads on black background. Studio shot. Copyright: rosinka79 / 123RF Stock Photo/] There are many...

Do you talk about great CX or do you do great CX?

We've all been there. That grudge payment we have to make. And on top of it, to make it, we need to...

AI is already here – we just call them Transformers!

Image:Copyright: josefkubes / 123RF Stock Photo In my line of work we do a lot of mystery calls and immersions and I am always amazed...

The Customer Experience ripple effect

In celebration of Global CX Day on 5 October 2016 it is perhaps time to look at Customer Experience with a different lens on...

Those ‘idiots’ are your brand ambassadors!

Marketing as we know it is changing We all know the 4 P’s of the marketing mix: product, place, promotion and price. But I want...

What is this CX thing everyone is on about?

I was recently introduced to a new way of looking at business and customers as a whole.  As a marketer at heart this paradigm...

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