Amanda Forshew: The Aligned Experience

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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