Search Results for: strategy

A behavioural scientist’s plea for building better EX strategy

It’s all about experiences these days. At the heart of the movement is the ability for businesses to manage experience in order to be successful, or as Qualtrics puts it: “Better people experiences. Better business outcomes.” It wasn’t always like...

How to create an effective first-party strategy in 2023

Today’s customers demand seamless, fluid brand interactions. Salesforce recently found that marketers’ number one priority is improving the use of tools and technologies to build relationships across the customer lifecycle. Marketers are increasingly adapting strategies and tactics to redefine customer interactions. 71% agree that...

Developing a total experience (TX) strategy framework

Total Experience (TX) bridges user, customer, and employee experience disciplines into one transformational experience. This experience unifies every customer touchpoint; aligns the brand across every channel; harmonises business functions; and establishes trust within every possible journey. A TX strategy is...

10 tips for building an effective omnichannel PoS strategy

Retailers have massively enhanced their online customer service capabilities over the past two years. Now we’re physically back in stores, the need is for a perfect blend of offline and online strategies. An omnichannel approach which uses a retail technology ecosystem to connect all channels...

Four key elements of Starbucks’ customer personalisation strategy

The most recent Cheetah Digital 2022 Digital Consumer Trends Index survey found that 74% of global consumers want brands to treat them as individuals. Therefore, personalisation is a critical factor for companies to consider as the economy points to more...

What strategy to use to promote your online store

According to Statista data, the UK has the largest online shopping market in 25 countries in Europe in 2021.  At the pandemic’s beginning, many businesses felt a dire need for an online presence, since there was now no way to sell...

Future proof your business with purpose-driven strategy

One of the many functions of boards is to review strategy proposals. However, many board members are not sure how to evaluate what is presented to them, and those who are writing strategies are not confident in how they should...

Growing with purpose: the winning business strategy 2024

One of the most common mistakes in creating a strategy is to think that documenting “business as usual” (BAU) activities is, or can be, a strategy. Unfortunately, this is a common mistake in organisations in most sectors, whether commercial, government or the third sector....

Four reasons why experience should be the core of any ESG strategy (part 2)

Some of my most recent conversations with executives have revealed that ESG initiatives are among their top priorities. In this two-part series for Customer Experience Magazine, I’m exploring the role experience management leaders can play in bringing ESG strategies to...

Four reasons why experience should be the core of any ESG strategy (part 1)

We are living through a period of heightened awareness about some of the biggest challenges of our time. People across the globe care increasingly about issues such as climate change, inclusion, and product accessibility. Unsurprisingly, most of the executives I’ve spoken...