STRATEGY – MEASUREMENT – PEOPLE: a simple framework for managing customer experience

Understanding, managing and improving the customer experience is a skill set that has led to the formation of a new profession. The proliferation of customer experience professionals has led to the creation and adoption of a variety of methods, techniques and approaches to putting the customer at the heart of the organisation. Many 'customer experience [...]

Learn to walk before you start running! – do not bite off more than you can chew in your CX programme

All CX professionals have a plan. It is what defines us as passionate leaders in our field. We have multiple ideas in our minds of what we want to do and how we want to do them when we enter an organisation for the first time. Joining an organisation at the start of its CX journey is a little like putting [...]

By |2015-04-13T14:04:06+01:00January 22nd, 2013|CX Professionals, CX Strategy|0 Comments

Customer Experience ‘what’?!

I am often asked what I do for a living. This is by no means unusual. I am sure the same happens to you on a regular basis. If I had been a doctor, or lawyer, or plumber, or electrician, or nurse, or accountant, this would be an extremely simple question to answer. In fact, [...]

By |2015-04-13T14:08:03+01:00July 26th, 2012|CX Professionals, General|4 Comments
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