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.
Worrier or Warrior: Which Style Makes the Best Leader for the Customer Job?
My final article for the year was due to address ‘Aligned Leadership’ - that’s to say what does it take for you to be...
Be Consumer Fit. Insights-Driven Organisations Grow 8 Times Faster than Global GDP
What’s your customer ‘normal’ and how can you stay on top of it? I read a headline the other day saying that we have “normalised...
Are You Prepared for the Great B2B Customer Experience Reset?
There’s much talk online and in the press about how people’s experience during this COVID-19 era will impact a new ‘normal’ customer experience when...
Customers Will Remember Who Was There for Them, Long After COVID-19
Overnight, we lost our regular routines – our daily coffees, date night out, weekly shops, Fridays at the pub with friends and our Sunday...
8 Simple Ways to Inspire and Enable Employees to Deliver a Superior Customer Experience
If employees feel they have genuine ownership of customer problems, can address them as they arise and are given the knowledge and tools to...
Is Insight the Superfood for Customer-Driven Business Growth?
According to a new study from Harvard Business Review and FocusVision, leading global organisations see customer insight as key to business success. Other organisations,...
Company Values Are the “North Star” for Your Customer Experiences
Most companies have a set of ‘values’. These are intended to be the ‘essence’ of the organisation, the ‘DNA’ or its ‘manifesto’. For some...
If You Think and Act as a Start Up, You’ll End Up Doing Things Differently
“Everything started as nothing” Ben Weissenstein Often, I discover a new company or experience that truly stands out. They naturally lead me to compare the…
Why Every Business Leader Needs to Experience How a Customer Feels
“When dealing with people, remember you are not dealing with creatures of logic, but with creatures of emotion”— Dale Carnegie. When was the last time,...
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...
John Lewis ‘& Partners’ rebranding – making a difference to customers or not?
Rebranding during difficult times For the first time in John Lewis’ history, the 83,000 partners who work for the company have been incorporated into the...
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,...
The Customers’ Experience now defines the Brand
Customers can engage with brands in more ways and places than ever before. As a result, customer expectations are higher than ever. We expect...
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...
When sub-contracted Customer Experience goes wrong
Source: Pixabay An Insurance policy should give us confidence that we and our possessions are taken care of, at a time of need. If something...
Making an impact on the customer experience in the first 90 days
In the U.K, the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those...
What HR could learn from Customer Experience – a people insight and analytics approach
Source: Adobe Stock 87% of organisations cite employee engagement as being one of their top priorities. However, in Gallup’s 2017 global study, they found that only 15%...