Michael Cutbill is a leading customer experience (CX) expert in the financial services industry, having been the Marketing Director for Saga Services Ltd and The AA for six and seven years, respectively.
Customer experience and marketing expert Michael Cutbill argues that companies need to face the inevitable and offer the maximum amount of self-service routes that they can, because ultimately self service is good service. Long ago, before the digital age, self-service was all about ingenious ways to offer no service. Repetitive tasks such as...Full Article »
Big Data insights have become indispensable to optimise customer experience strategies and personalise customer journeys, but how do you ensure you don’t break down the privacy barriers and lose invaluable customer trust as a result?...Full Article »
CX expert Michael Cutbill wonders why it often feels like companies are happier to spend on promoting what they do, rather than on improving what they do.We are all used to companies talking up the need to improve the experience of their customers. Presentations from the C-suite are littered with commitments to improve what customers actually go...Full Article »
Customer experience expert Michael Cutbill highlights the value of delivering a 'Sustainable' CX rather than an 'Ultimate' one to counteract C-Level deafness to CX arguments.Michael Cutbill is a leading customer experience (CX) expert in the financial services industry, having been the Marketing Director for the likes of Saga...Full Article »