Search Results for: strategy

Judging the Best Use of SEO – Forming Your 2017 Strategy

I recently had the privilege of acting as a judge at The UK DXAwards, for the “Best use of SEO” category. SEO is a real passion for me, not to mention an industry in which I have worked in since...

Implementing a Digital Strategy in Five Fundamental Steps

In our work with clients we see commonly recurring pitfalls that often lead to failure in digital implementation, including: unrealistic expectations of technology; believing a new technology system will fundamentally transform the organizational culture and employees will simply adapt; creating...

Interview with British Gas’ Richard Shenton: A Strategy Is Useless, Unless People Believe in It

In the latest of Lexden’s Customer Experience Leader’s series, CX Consultant Christopher Brooks catches up with British Gas’ Richard Shenton to hear how they are switching on to CX. Richard is responsible for Customer Experience and Continuous Improvement within part of...

Customer strategy: ten key principles

The conventional approach to gaining customers, which was based on picking a segment of purchasers to target and developing products for that segment, is no longer sufficient. A customer strategy goes further: it is the articulation of the distinctive value...

CXM Interview: Customer Experience Driving Business Strategy

CXM editor-in-chief Marija Pavlović talks to Iain Shorthose – customer experience director of international support services and construction group Interserve – about how customer experience is driving his company’s future strategy. CXM: Hello Iain, can you please by explaining to our...

10 Ways to Tell Your Customer Experience and Engagement Strategy Is Behind the Times

2016 is fast approaching and this time of year presents us with a chance to reflect. How did your marketing and customer engagement efforts pan out this year? Are you keeping up with the changing customer landscape, or are you...

New Years Resolutions: 7 Important Game Changers for Your 2016 CX Strategy

It’s that time of year when we all set our goals and resolutions for the coming year. After over indulging in the Christmas period and sharing happiness with your loved ones, that first week back at work comes around quicker...

Integrating a sound Digital Strategy into your Customer Experience

Mark Hamill, Awards International UAE Digital is changing the way organisations approach customer experience. Digital technology has become part of everyday life for the majority of consumers and has challenged customer expectations around service, delivery and communications. It’s great having nifty...

Building an effective multi-screen customer engagement strategy

Marije Gould, Vice President of Marketing EMEA, Verint Systems Consumers today are engaging with brands and processing content in more varied ways than ever before, largely due to the “multi-device phenomenon” we have seen developing in recent years. Typically when we watch TV,...

Using the principles of NLP to ensure your customer experience strategy is understood

The delivery of your customer experience strategy could bear little resemblance to what was intended and its intent diluted, distorted and service delivery potentially dysfunctional. This scenario is an extreme version of what could happen but adopting the principles of...