My customers keep telling me things I already know. How do CX leaders avoid this?
Customer Experience management is a long game. Usually the bigger the issue the longer it will take to resolve (if …
Customer Experience management is a long game. Usually the bigger the issue the longer it will take to resolve (if …
Offline becomes Online in the new digital universe The rush to digitise our experiences – from facial recognition at airports …
Closing the loop in an electrical sense means closing off a circuit. There is a gap somewhere that prevents a …
Too often we see companies collecting tremendous amounts of customer experience data. However, then complain that they don’t have enough …
The real pioneers of CX (NPS) programs in the noughties were typically in the business-to-consumer (B2C) world. These pioneers were …
Nowadays most companies are measuring CX, however most companies are not necessarily impacting revenue based on CX… “Despite the priority …
What the internet did for communications, blockchain will do for trusted transactions – Ginni Rometty, CEO of IBM What is …
The term “Artificial Intelligence” speaks to our collective imagination. We believe AI can make our dreams come true and all …
Customer experience lives and dies on touch points. There is no getting around the fact that there are key moments …
The difference between CX & UX Whilst User Experience (UX) and Customer Experience (CX) are very similar concepts, the terms …