Articles
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
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
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
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
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
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
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
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
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
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
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
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Hilton Toronto, Toronto, ON, Canada
August 20 - 23, 2017
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September 10 - 13, 2017
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September 11 - 13, 2017
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