How to Engage Customers – “Hearts, Then Charts” White Paper

Followers of my blog will know that I am keen to share others perspectives on the subject of Customer Experience when the opportunity arises. I am delighted to be able to do just that in this post. Only recently I wrote about the differences between Customer Service, Customer Experience and Customer Centricity - in the post [...]

White Paper – Designing & Improving the Customer Experience in Financial Services

I am delighted to have co-authored my first white paper with the University of Exeter Business School. The white paper reports on the results of a two-year research project that investigated how leading financial services (FS) organisations design and improve the customer experience. The research was led by Fred Ponsignon, a Research Fellow in Service [...]

By |2015-04-13T13:22:50+01:00March 15th, 2014|Customer Journeys, CX Strategy, Financial Services|6 Comments
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