Jack Miller
Jack Miller
I work with organisations to visualise and design their customer journeys to ensure that they are both comprehensive and accurate. By applying a combination of cross sector best practice and an understanding of each business's unique relationship with their customer base, I focus on identifying what elements need to be put in place to take each organisation from their current level of customer understanding to a best in class understanding of all customers.
Customer support in the modern age
Customer experience has become a business cliche - and for good reason. It drives performance of every single company, from startups to the FTSE...
The 5 Principles of Great Customer Experience
What are the basic building blocks that any business should have in place to deliver great CX? Here are the five fundamental principles that...
Challenger banks must get the basics of customer experience right – Banking CX Part 2
Customer experience is key to the success of challenger banks, but some are not always getting the basics right. Challenger banks are now well on...
The Slack Growth Hack: Making Word of Mouth Work
Slack is on fire. The company has record-setting growth metrics. It has reached a $1 billion valuation in just one year and three months....
We analysed Banking Customer Experience and here’s what we found: Part 1 – Established Banks
Customer experience is the new competitive advantage for banks. Established banks are failing their customers with poor customer experience and most have not done...
Ransom with a flair for Customer Experience
Good experience means more money. Even for criminals. The latest global cyber attack has already sparked hundreds of debates on topics from IT security to...