Wayne Simmons

When touchpoints become painpoints, it’s time for a Muda, Mura and Muri intervention.

Not all service and experience-based propositions are created equally – many undoubtedly “get the job done”, and are generally worthy of positive reviews and the occasional 5-star ratings. However, far too many can seem utterly illogical or “painful” in the eyes of external and...

Super-charge the Journey to Customer-Centric Culture.

BLOG-IN-BRIEF. Customers have more choices than ever on where to spend their time and money. Having strong voices in social media and on-line rating sites have further shifted the balance of power, creating the “hyper-empowered customer”. Accordingly, organizations large and small are keen to...

Winning through customer experience: Make your HR & CX organizations BFFs.

Measuring and quantifying customer experiences, and other “hard factors” alone may not be sufficient to capitalize on the promise of the rapidly evolving CX field. Find out the role of “soft factors” in the brand power of perennial service and experience leaders, such as...

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