Category: Customer Experience

Business Unusual: Time for Empathy, Flexibility, And Customer-First Experiences To Shine

Unprecedented? Strange? Unusual? Let’s be honest, there aren’t really the words to describe the bewildering and ever-changing face of 2020 for customer focused businesses.The customer that we all want to help and serve is changing as fast as the news...

“I wouldn’t start from here, if I were you….”

A few weeks ago, I had the honour and pleasure of judging the 2020 UK Customer Experience Awards. This was my third year as a judge at this event and I was invited to chair the judging panel for the...

Does Net Promoter Score Adequately Empower Organisations To Be Customer-centric?

Net Promoter Score is one of the most trusted and popular metrics used by brands to measure the health of their customer relationships. Businesses who experience high levels of brand advocacy have been shown to outgrow their competition by 2.5 times. A single...

re:Imagine the Future of Experience: Interview with Shankar Balakrishnan

re:Imagine is an interactive event series brought to you by Medallia starting November 12 2020. Over a period of four weeks Medallia is going to delve into some of the big experience related challenges facing business...

Don’t make it all about your competitors. Make it all about your customer.

Getting the edge on the competition is big business. A lot of companies spend time guessing what the competition will do next, trying to predict big marketing efforts, key messaging, and the resulting consumer traffic that follows. You see it...

In the Era of Lockdown, Creating a Memorable Experience is Key

Engaging customer experiences have become a staple for brands to build and strengthen relationships and loyalty. Familiarity is no longer a leading factor determining where a consumer shops. Brands now must offer customers an experience that makes them stand apart...

AI and Top CX Trends 2020

At the recent Forrester Data Strategy & Insights 2020 virtual conference, analysts described a future where people and technology work together to bring out their best capabilities.  In particular connecting humanity and technology through AI and data strategy emerged as a key...

Net Promoter Score Guide: An interview with Fred Reichheld

Ian Golding told us this interview was like “meeting someone who walked on the moon”. It’s true: Fred Reichheld’s insights into enriching the lives of customers are out of this world! Don’t miss watching this exclusive conversation with the inventor...

A Modern Approach to Brand Building

As 44 percent of CMOs take on the challenge of mid-year budget cuts in 2020 – a direct result of the Covid-19 pandemic – a modern approach to brand building is needed. At its core, this approach is about tapping into...

Communications During Times of Crisis: Why CX Matters More Than Ever

As coronavirus prompts economic and social transformation, communication is more critical than ever. Not only what, but how we communicate can make the difference between simply being heard to being completely understood.The way that customer experience (CX) findings are communicated...