Customer Experience
Contributor: Zarina de Ruiter
Posted: 05/24/2017
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 addit Full Article »
Posted: 05/18/2017
CX TALK: How Metro Bank Creates a Consistent Customer-Centric Experience
Iain Kirkpatrick is the Managing Director of Metro Bank. In a presentation at the Customer Experience Exchange for Financial Services he held an insightful presentation around customer-centricity. As an industry disruptor he also provided his perspective on why organisations need to change their legacy business models to be able to adapt to the cha Full Video »
Contributor: Zarina de Ruiter
Posted: 11/22/2015
Interview with the Retail Director at Artisan du Chocolat about their customer experience strategy, the key to employee and customer retention and how they’re delivering a consistent customer service during the busiest time on the retail calendar. Danny Andrea is the Retail Director for Artisan du Chocolat, where she is responsible for all the in- Full Podcast »
Contributor: Jim Champy
Posted: 04/19/2017
Jim Champy
Most so-called “transformational change” efforts fail. It’s difficult, if not impossible, for an organization to change everything at once. Yet enterprises are challenged to adapt quicker than ever to compete and survive. But where should they begin? Every change needs to start with a compelling case. Full Column »
Posted: 05/08/2017
How Telecommunications Providers Can Reboot The Customer Experience
Few industries have commoditised themselves more than telecommunications. Communications service providers (CSPs) risk becoming mere utilities and, at the same time, face the disintermediation of the customer relationship. Today’s consumers have a plethora of product and service choices, including those offered by over-the-top (OTT) providers, who Full Whitepaper »