Customer Experience is Dead – the case for the prosecution!

Over the last ten years, I have observed and been part of a tidal wave of focus on Customer Experience. Despite the fact that customer journeys have always existed (although few actually realised it) and customers have always been willing to give feedback, it is only since the start of the new millennium that organisations began [...]

I just want to charge my phone!! Innovation is critical in continually improving the customer experience

There are many occasions when I am at risk of sounding like a stuck record. Akin to a 'grumpy old man', poor Mrs Golding has to constantly endure my expressions of dissatisfaction whenever I experience something that I perceive to be unacceptable to us and others as customers. It is in my opinion an occupational hazard [...]

By |2015-04-13T13:22:35+01:00April 1st, 2014|Customer Journeys, Technology|0 Comments

Verified by Visa – security or stupidity? Are we unintentionally making customer experiences too inaccessible?

As a consumer, there are occasions when I am interacting with an organisation that my heart genuinely sinks. There are times when I think to myself, 'oh no - not again'. Sometimes I will even express my despair out loud. More often than not, the cause of my anguish is driven by poor customer service. [...]

By |2015-04-13T13:22:39+01:00March 25th, 2014|Customer Journeys, Retail, Technology|7 Comments

‘A picture is worth a thousand words’. Do you know what technology can do for your customer experience?

Only a couple of weeks ago, I wrote a blog post on the subject of technology and how it is having such a significant influence on the customer experience. If you did not get the chance to read it, you can do so here - It is very difficult to dispute the fact that [...]

By |2015-04-13T13:26:35+01:00October 30th, 2013|Technology|1 Comment

Facebook is not even 10 years old! How technology and innovation is influencing the customer experience

My eldest daughter Ciara is 10. When she came into the world, Facebook did not exist. It was still just an innovative idea being developed in the mind of its founder, Mark Zuckerberg. A little over three years ago, the iPad did not exist. First launched in April 2010, it is hard to remember what life was like without [...]

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