Amanda Forshew: The Aligned Experience

Three Attributes of Best-in-Class Customer Listening

Do you have a ‘listening’ culture that’s prevalent across your business not just in a research, marketing or sales functions? According to Confirmit, less than...

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...

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,...

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...

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...

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