transformation
3 ways to ensure your contact center is transforming for the future
July 11 by Adam JeffsLearn how VoC analytics, AI intelligence and can make a contact center shine
How do I get my customer experience where it needs to be?
March 05 by Mike AshtonYou understand your customer needs but how do you change your CX to match requirements?At the end of 2017 we invited corporate leaders to two events to examine the question: “How do I transform my cus...
Improving the customer experience starts with corporate culture
October 11 by Jennifer MacIntoshDelivering a high-quality CX, consistently, across the entire organization, starts with your internal culture
Total CX transformation: Collaboration is the name of the game
September 05 by Mike AshtonCustomer experience expert Mike Ashton discusses the importance of inspiring and involving staff in development and delivery of a CX transformation. In this series of articles we’ve looked at the pro...
Transforming cx through collaborative working processes
June 28 by Mike AshtonCustomer experience expert Mike Ashton discusses the processes that can help you achieve a CX transformation
3 Things That Can Spark an Organisational Transformation
April 19 by CX NetworkMost so-called “transformational change” efforts fail. It’s difficult, if not impossible, for an organisation to change everything at once. Yet enterprises are challenged to adapt quicker than ever to...
Building Leadership Conviction to Drive CX Transformation
March 22 by Mike AshtonCustomer experience expert Mike Ashton discusses the capabilities that will help you achieve a customer experience transformation in your organisation.
CX TALK: Customer Experience Transformation at TNT Express
March 14 by CX NetworkJanet Verden is the Perfect Transition Executive at TNT Express. Her presentation at the Customer Experience Exchange for Europe was around their customer experience transformation, and how they’ve a...
Forrester's Indicators of Effective Customer-Centric Culture
February 20 by CX NetworkThis report from Forrester for CX Network looks into how you can track indicators of progress towards customer centricity to help you achieve this within your own organisation.
CX TALK: Argos’ Transformation to a Digital Leader
November 22 by CX NetworkAndy Brown is the Central Operations Director for Argos. At the Digital Marketing Exchange in London he held a presentation about Argos’ journey from being a traditional catalogue retailer to becoming...
The Multi-Channel Transformation Programme of Three UK
July 14 by Zarina de RuiterAt the CEM Telecoms Global summit in London she spoke about the complicated customer journeys and interactions within the telecoms industry, the impact on the customer experience and how Three UK’s mu...
The Big Questions to Ask on Digital Transformation Journey
March 15 by Zarina de RuiterRoman Rock is a Digital Consultant for retailer Argos. In his presentation at the recent Digital Transformation+ conference in London he spoke about digital transformation and the crucial differences...