Amanda Davis
Amanda Davis
Amanda writes and shares Thought Leadership, drawing on her 15 years of coaching, guiding, mentoring and consulting for clients in various sectors and sizes around the world. She helps establish organisations understand how to connect to customers; find ways to align their expectations with the culture & capability of the organisation. She has a particular focus on customer experience transformation in the digital age, ensuring that technology development starts and finishes with the customer. Amanda has been a regular featured columnist and advisor for CustomerThink since 2018.
From Journeys to Systems: Rethinking Customer Experience Transformation (Part 1)
Linear journey maps break down when real customer experiences depend on messy, interconnected systems
The 2026 CX Reality Check: Less Vision, More Operational Muscle
As 2025 draws to a close, the customer experience industry finds itself at a curious crossroads. Forty per cent of CX leaders plan to...
Beyond User Experience: Why Customer Experience Needs Operational Personas
The backstage reality that makes or breaks customer experience delivery We've all seen it happen: a beautifully designed customer journey that crumbles the moment it...
From Hype to Help: How Agentic AI Is Redefining Employee and Customer Experience
A sobering reality confronts the business world: although nearly all companies are investing in AI, a mere 1% believe they have achieved maturity. In...
Beyond Tech-First Thinking: Build Customer Transformation Strategies that Start with Problems, Not Solutions
A sobering statistic continues to haunt the business world: according to McKinsey research, nearly 70% of digital transformations fail to deliver their intended outcomes....
The Invisible Customer Journey: Why Omnichannel Still Isn’t Seamless
The Omnichannel Illusion When the omnichannel concept emerged around 2010-2011, it promised a revolution in how businesses would engage with customers. The vision was compelling:...
2025 and Beyond: How Will You Shape the Future of Customer Experience?
As we approach the end of 2024, the customer experience landscape stands at a fascinating inflection point. The past year has seen AI dominate...
5 Technologies are Transforming Contact Centres. Are You Prepared?
The contact centre -- a technology-driven strategic asset Contact centres are the core on which many firms deliver their customer experience. The landscape has...
GenAI as a Catalyst for Workforce Enhancement: 10 People Strategy Considerations
We are amid a GenAI revolution. GenAI burst into our personal and professional lives so abruptly in 2022 that many companies are still playing...
Five Years of Customer Experience Reflections. Five Strategies to Consider for 2023
I published my first thought piece on CustomerThink.com back in April 2017, over 5 years ago. I was lucky enough to be asked to...
Are You Really Customer-Centric? Your Governance Model Reveals the Truth
You have a Chief Customer Officer or a CX department in the business, but everyone in the organisation is tinkering with all things 'customer'....
Sign Me Up! 10 Tips for Success with Subscription Business Models
Some of us are old enough to remember when subscriptions were limited to just sports clubs, newspapers and magazines. In fact, the subscription-based business...
Direct-to-Consumer: What It Means for Legacy Brands
According to McKinsey, 10 years of e-commerce growth occurred in just 90 days in 2020. None of us can forget that in 2020 the pandemic...
What’s Up with WhatsApp Improving Customer Experiences?
I've used Twitter and FB Messenger as a quick way to connect with companies whenever I have needed to, but over the last 2...
Experience vs. Touchpoint Journey Mapping: What’s the Difference?
I had a recent experience with a prospective client. They are a large global (bricks and mortar to digital) retailer who told me that...
What Should the Future Customer Organisation Look Like?
Duplication of tasks, broken customer promises, over-promises, mis (or no) management of expectations, customer issues passed around, dropped without clear ownership, blaming other departments,...
5 Organisations that Design Solutions with Customers, for Customers
A new product, process, service or experience improvement should always start and finish with the intended end user or customer in mind, shouldn’t it?...
Forget on-line vs. bricks-and-mortar. The most integrated customer experiences will win in UK retail.
Source: Shutterstock Yesterday, March 23 marked one year since our UK Prime Minister, Boris Johnson, declared the first UK-wide lockdown to control the rapid spread...
How to Connect with Your Customers Using Story Telling
Airbnb loves to share their host’s and guest’s stories. Airbnb is a digital platform designed to facilitate bookings between guests and hosts. They connect people....
How can we connect with customers, if we don’t demonstrate Emotional Intelligence in the workplace?
A New Year often marks a time when we do some self-reflection and I’m sure going into 2021 with hopes of a Covid-free life,...