Customer experience expert Mike Ashton discusses the capabilities that will help you achieve a customer experience transformation in your organisation. Economic value is created not by individual products, services or brands, but by the total experience customers have with your organisation. Businesses that explicitly recognise customer
CX expert and blogger Annette Franz discusses that ever increasing dilemma of customer-centricity and handy tools you can utilise to help you achieve this. Striving to make yours a customer-centric company? How does the customer become the centre of attention for your organisation? What tools should you have in your customer-centric toolbox?
It's true: Many confuse the process of getting ideas with the agonising realities of putting them to work.Lack of creativity is not the problem in most organisations. Great ideas almost always abound.The real problem is converting an idea, which is just a good intention, into operational reality.Indeed, a powerful new idea can kick around
Customer experience author, blogger and speaker Colin Shaw discusses how the differences between the actual experience a customer has and the way they feel about it; impacted by factors such as their memory of what took place. Professor Daniel Kahneman is a Nobel Prize winning psychologist and is notable for his work on the psychology of judgment
CX expert and blogger Annette Franz talks about the importance of a ‘stay’ interview, rather than an exit one, to get a deeper understanding of employee satisfaction and increase engagement in the long-term. There is a clear linkage between the employee experience and the customer experience. We know this, and yet many companies still refuse to
In this content piece ahead of Customer Contact Week, we speak to Nicola Millard, Customer Insights & Futurology at BT, and Philip Purdy, Customer & Client Services Manager at Travelzoo, who discuss how data and analytics is impacting customer contact centres.
Social media has swiftly become one of the prime customer touch-points, continuously sculpting and shaping customer experiences. The development of social media over the past years has revolutionised customer experience, leading to the re-birth of more informed customers. Consumers are faced by an abundance of purchasing decisions and chaotic
Customer experience author, blogger and speaker Colin Shaw says that successful companies have loyal employees. They also have loyal customers. But the question for researchers and consultants for the past two decades is how these two groups are related, if at all. Over the past 20 years, the connection between the two groups, loyal employee and
Dawn Cox, CX Network Advisory Board member and Customer Service Director at Staples, shares her advice for improving agent engagement and retention in today’s contact centre. Over recent years, due largely to economic uncertainty, customers are placing ever greater importance on trust and ease of doing business with an organisation. Having
Customer experience leaders from Orange, Telefonica and Tesco Mobile shared their CX and digital journeys as well as the key takeaways learned along the way at the annual CEM in Telecoms Global Summit in London, UK. Tesco Mobile’s Recipe for Growing the Base Estelle Levacher, Customer Experience & Proposition Manager at Tesco Mobile, spoke
CX expert and blogger Annette Franz highlights the importance of mapping customer journeys as part of the wider customer experience strategy. Have you started journey mapping yet? Or are you still wondering why it's an important tool to have in your customer experience management toolbox? I've written and talked about journey mapping