355 article results
of 33
June 26, 2017 by Zarina de Ruiter
Three customer experience takeaways from eTail Europe
Customer experience leaders from Tesco, Forrester and Adobe discuss the biggest trends and challenges impacting CX today Hundreds of retail professionals came together in London last week to discuss the latest industry developments, challenges and disruptors at eTail Europe. There were insightful presentations from leading brands such as John
June 19, 2017 by Hany Mokhtar
How to manage a vendor partnership for customer success
After our contributed on article on how to select the right vendor partner for your CX investment, today we look at the next stage in that relationship and how to make it a success Delivering sustainable Customer Experience (CX) is upscaling as a business priority, and inevitable in the “age of the customer”. For organisations to attain customer
June 13, 2017 by Jim Rembach
Five ways to increase customer empathy
How companies can engage customers on a deeper level to create more successful moments of truth along the customer journey Customer empathy is the skill of understanding how and why customers feel the way they do and to communicate it effectively. If you understand the how and why of customer feelings then you will be better prepared to solve
June 8, 2017 by Colin Shaw
How to select the right vendor partner to make your CX investment a success
After our piece on key steps to building a business case for investment, CX expert and blogger Colin Shaw discusses how to make the most of those investments by finding the right partners for the job The best relationship with a vendor is one that is win-win. This means that people in the company should not look down on the vendor and treat them
May 31, 2017 by Zarina de Ruiter
Case study: PepsiCo Europe’s digital transformation journey
In just four years, PepsiCo underwent huge internal changes to become more digitally focused, the Senior Director Digital takes us on their transformative journey At the recent Millennial 20/20 summit at the Old Truman Brewery in London, the focus was unsurprisingly on all things digital. After all, millennials are often referred to as the first
May 30, 2017 by Colin Shaw
How great leadership drives employee engagement
It’s tough to get employees engaged, but when you do it’s worth its weight in gold. CX expert and blogger Colin Shaw shares how he achieved this A number of years ago, back in my corporate career, I was asked to take over 20 call centres. The previous manager had been asked to move on, with good reason; he was a very poor leader. He thought
May 29, 2017 by Sofya Bratus
Case study: How Airbnb’s customer experience disrupts travel and hospitality
Industry disruptors are often seen as challengers to traditional organisations, but what can you learn from them to optimise your own CX strategy? Airbnb has been cited by industry leaders as a disruptor within travel and hospitality. Not only that, but their differentiated approach to customer experience impacts other verticals too. What makes
May 24, 2017 by Zarina de Ruiter
One Month On: What We Learned From the United Airlines CX Nightmare
It’s been a month since a United passenger was forcefully removed from a flight resulting in a PR disaster, what can companies do to prevent a similar CX headache? Whether you work in the travel and hospitality industry or not, you can’t have missed the United Airlines customer experience (CX) story making headlines last month. They required
May 23, 2017 by Abdaraouf Zouai
The 3 Cs of Brand Messaging: Consistency, Clarity and Character
Marketing Maven blogger Abdaraouf Zouai discusses the values that will help you to clearly articulate your brand message to your customers Your branding expresses your products, your services, your true business values and your identity. It is a testament to your personality and characteristics – essentially who you are and what individuals think
Tags: marketing | brand
May 22, 2017 by Ben Fairbank
6 Key Steps to Building a Business Case for Investment
With customer experience investments at the forefront of organisational strategies, how do you turn a business plan into an investment approved by the C-suite? Ben Fairbank, Head of Customer Experience at ride hailing app Grab, shares his key steps Showing a clear plan on how to measure your ROI is paramount in determining if the business plan is
May 17, 2017 by Mike Ashton
The Importance of Unified and Collaborative Working for CX Transformation
After his article on leadership conviction, customer experience expert Mike Ashton tackles the next pillar in a successful customer experience transformation: unified working. Our research shows that delivering meaningful and sustained change to customer experience requires 3 distinct capability sets. In order of importance they are:Leadership
355 article results
of 33