Sometimes you win, sometimes you learn – a review of the 2018 UK Customer Experience Awards

I have often written about the fact I feel truly blessed to be able to practice my vocation on a daily basis. I am afforded the opportunity to see and experience so many different things, in so many different places. Whilst it is exhausting, I will never take for granted the opportunity this gives me [...]

The current state of Customer Experience in Retail: The ForeSee Experience Index (FXI)

The business world as we have always known it is changing. Many would argue that is always has been - changing that is. Since the dawn of time, human beings have been interacting with each other, exchanging money for goods and services. Only yesterday, a contact of mine shared an article with me about, what [...]

By |2018-08-30T08:13:54+00:00August 30th, 2018|Customer Journeys, CX Measurement, CX Strategy, Retail|0 Comments

What really makes customers happy?

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience Customer Focus Customer Centricity Customer Service Customer Success Customer Outcomes Customer Relationship Management Customer Management I am sure you can add more to the list! The fact that there are so many variants, at least demonstrates that [...]

How NOT to survive in a disrupted world – the case study of UK retailer, FatFace

The word 'disruption' is one of the most commonly used with reference to business and commerce around the world today. It des not matter which industry your organisation is a part of, every traditional business is being challenged in ways they could never have imagined when they were founded - whether it be as long [...]

3 Steps to Making the Most of Machine Learning in Your Organization – by Jason McNellis

Machine learning has infiltrated our daily lives in a myriad of ways. Often, these machine learning predictions happen in the background and we rarely notice them. But what about at your place of employment? Has machine learning made you better at your job? Has it helped you better understand your customers? Has a newly installed [...]

By |2018-07-24T09:26:03+00:00July 24th, 2018|Customer Journeys, CX Strategy, Technology|0 Comments

Customer Experience: Where do I Begin? by Marleen Van Wijk

I really am very fortunate to meet some amazing Customer Experience professionals as I travel the globe. Not only do my meetings validate that I am not completely mad (although I know some will disagree), it is inspiring to come into contact with so many people who share the same passion, desire and belief in [...]

By |2018-07-11T15:57:07+00:00July 11th, 2018|CX Professionals, CX Strategy|1 Comment

Has Marketing lost its way or is it just changing? A perspective by Bernard Page

Where does Customer Experience (CX) ‘sit’ in an organisation? This is a question I am frequently asked. Some say the correct answer is ‘Customer Service’. Some say ‘with the CEO’. Some might say under the responsibility of a ‘Chief Customer Officer’, or a ‘Chief Experience Officer’. Others might say ‘Marketing’. The debate rages on globally [...]

By |2018-07-09T10:09:55+00:00July 9th, 2018|CX Leadership, CX Professionals, CX Strategy|3 Comments

Transform or Die! Business Transformation is No Longer Optional

We live in a business world full of disruption. Whether you work in financial services, manufacturing, logistics or retail, no business today can ignore the rapid pace of change facing us all. Very much led by the never-ending advancement of digital technology, the business landscape and the challenges facing it, seem to change on a [...]

Resourcing up the silos – Beth Richardson investigates the world of customer experience job vacancies!

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. And they hold businesses back. In the last month alone, 1000s of words have been published on this very subject by the likes of LinkedIn, HBR and Forbes. But whilst all this earnest commentary is [...]

By |2018-02-13T11:31:25+00:00February 13th, 2018|CX Leadership, CX Professionals, CX Strategy, People|8 Comments