Category: Customer Experience

Extensive Read: Building the Business Case for CX in a Compelling Way!

The Customer Experience community desperately needs the ability to effectively measure its impact on company performance, way better than it currently can. CX strategists are continually reporting incredible potential but take up, although increasing, is nowhere nearly rapid enough. One CEO told...

New Look and Their New Initiative ‘Service Basics’

The well-known UK fashion store, New Look, was the winner of the CXA Customer Centric Culture award in 2016 for their amazing implementation of a holistic and company-wide restructure towards better customer service. As something quite new to the fashion and...

Infographic: The Evolution of In-Store Customer Experience from 1800 to 2050

A new study that analyses the history of in-store customer experience and anticipates how the store of the future will look has been released. Carried out by Mood Media, global leader in elevating customer experience, the research highlights retail innovations...

From Neverland to Wonderland: The Journey to B2B Omnichannel

Walt Disney may not be regarded as the godfather of Customer Experience (CX), but his 1956 rallying call to Disneyland staff is perhaps an early pencil sketch. “Whatever you do,” he said, “do it so well that people will want...

How Well Do You Know Your Partner?

Relationships can be tricky. Perhaps unsurprisingly, the same relationship dynamics apply for B2B experiences. Successful relationships require that we understand and respond to the needs of our partner. If you already have a partner, they’ll hopefully have a good idea of your...

Clear Versus Unclear: Managing Customer Interaction During New Product Development

In a complex customer relationship, finding the best way to organize and manage customer interaction is anything but simple, especially when the product is technically complex. However, a deep understanding of customer needs is essential to new-product development processes. Rather...

So You Attended the Customer Experience Workshop, What Now???

If you have ever worked in a company that is looking to improve its sales, often Customer Experience(CX) is defined as the solution. Normally a CX expert is drafted in and a workshop created for the key stakeholders. This often...

Unlocking Business Growth through Emotional Connection

In a world where an alternative retail outlet or utility supplier is just one click away, businesses in every sector need to raise their game urgently. As many as 89% of businesses expect to compete on customer experience, yet 95%...

Extensive Read: Tips to Accelerate Customer Experience Implementation in Your Organisation

Are you aspiring to move into a Head of Customer Experience role or are you already either there or in a position of influence and looking for ideas on how to accelerate effective delivery into the corporate? When I say accelerate...

The Evolution of CRM: eCommerce Integration

In the consumer world, eCommerce surrounds us and it’s raising our expectations of service to unprecedented levels. Every time we want to make a purchase, we venture online safe in the knowledge that the products and/or services we want are...