Author: Ellie Thornton

The Communication & Technology Expo 2023: connecting industries from all corners of the Excel

On 22nd March 2023, I headed down to the Excel in London to visit the second day of the Communication & Technology Expo. The event was powered by the Business Revival Series, and had a plethora of industries, companies and stories...

Customer journey matrix frameworks – the best method for planning a successful CX

Customer journeys, no matter how closely we try to track them and orchestrate them, are different and unique in every case. One of the best ways to understand this closer is with a customer journey matrix framework. The frameworks support digital journey...

Customer journey hijacking can impact your revenue & reputation

Malware is extremely dangerous for all victims involved – the business and the customer. Most crucially, it can affect the customer experience. Where third-party pop-ups occur and interrupt the process is where there is an issue created – and it...

Building inclusive workplaces: interviewing Miranda Collard

Women in business and positions of leadership is a powerful thing. Female empowerment comes with authority and making a mark on the world around them. However, only 30% of women are in management roles. Protecting, uplifting, and advocating for women in...

Customer survey postcards: the guide to offline satisfaction measurement

We’ve all been there as a customer – had a digital survey emailed through to us after a brand interaction. Those “how did we do today?” survey messages that we’ve just mindlessly ignored and let sink down through our inbox....

Can customer centric scheduling actually work in practice?

Customer centric scheduling is crafted for employees, for the benefit of customers. It’s a typical model to see adopted in retail especially, and other customer-facing roles. At first glance, it might seem like a great idea. But what about the...

Comparative usability testing can drastically improve your user experience

Testing your interfaces before they go live is imperative for success. Comparative usability testing is just another tool to guarantee everything runs smoothly during the user experience. There are multiple tests that you can run – all with many benefits...

Customer success competency model: how to ensure a customer-centric team

A customer success competency model probably sounds more complex than it really is. When broken down, it’s really simple to understand and implement within your business. At the heart of it, though, it’s a necessity to factor into your strategies...

Superior digital customer experience: the ultimate guide

A superior digital customer experience is becoming increasingly valuable in our technologically-advanced world. And it just keeps progressing from there. Long gone are the days where customer interactions only consisted of in-person conversations. Now, digitally advanced interactions are a minimum requirement,...

Customer timeline planning can be beneficial to strategise your business

It’s important to track your customers’ interactions with your business. A customer timeline runs right from their first point of contact, up to their most recent purchase. This process of customer brand engagement is referred to as a customer timeline.  It...