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 Customer Think since 2018.
“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,...
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...
Where Is the ‘Emotion’? Over the last few years, fixing, streamlining, rationalising, the CX journey has been the focus of activity for many organisations....
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...
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...
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’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,...
Customers can engage with brands in more ways and places than ever before. As a result, customer expectations are higher than ever. We expect...
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...
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...
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...
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%...
We start 2018 facing an experience gap – that’s to say a gap between what customers need from their experiences with brands and organisations...
2018 – The year of The 6 E’s We have all seen a range of articles talking about predictions for Customer Experience in 2018. I...
This year, customer experience has broadly been recognised by the business community as a key imperative and growth driver. The ‘Experience Economy’ first conceptualised...
Customer Experience improvements have stalled. This was confirmed by recent study findings issued by both KPMG Nunwood and Forrester. The Forrester report confirms...
Why is it then that seemingly every week there is news about another brand that is opening a physical brand experience space for its...
Is Black Friday a wise and significant event for retailers? Are consumers still buying into it now that it has become a weekend-long event?...
I read a quote somewhere from Skip Prichard (CEO & Leadership speaker): “Clarity is the beginning of a good experience.” We see time and time...
The UK is a pet-loving nation. We treat our animals like members of the family and we do like to protect our own. We,...