Resonate cx resources

Author Archive

Jeff Carruthers

Blog

financial-planner-cx

The Loyalty Edge for Financial Planners

Measuring & managing client loyalty for growth I have been talking to a lot of financial planners about their businesses

Blog

Aged Care in the CX Spotlight

Aged Care in the CX Spotlight

‘Carrot & Stick’ Incentives to drive CX innovation The Aged Care sector in Australia appears to be set for a

Blog

Customer experience gap

No Substitute for Listening to and Observing Customers

“Say-Do Gap” should become “Say-Do Insights” The recent downfall of Shoes of Prey has provided a spectacular reminder of the

Blog

Digitized Customer

CX and the Digitised Customer

Offline becomes Online in the new digital universe The rush to digitise our experiences – from facial recognition at airports

Blog

Follow the customer

Follow the Shopper, Follow the Money

The Evolution of CX in Retail The integration of contextual data has long been understood to drive value in NPS

Blog

Product Company

Will the last-standing product company please step-up for customer feedback!

The real pioneers of CX (NPS) programs in the noughties were typically in the business-to-consumer (B2C) world. These pioneers were

Blog

Customer experience

Facial Recognition for CX – Are we there yet?

One of the great things about working in CX is the insanely fast changing world of technology and its potential

Blog

Business executives coming to a consensus

The Imaginery Barriers to Great B2B Customer Experience

The business-to-business (B2B) world has finally woken up to the brave new world of customer feedback. For years, Customer Experience

Blog

Forest with lots of trees

UX in a CX Context: “Seeing the Wood for the Trees”

The difference between CX & UX Whilst User Experience (UX) and Customer Experience (CX) are very similar concepts, the terms

Blog

A lion among a herd of deer

When Personal Best is Not Enough! The Missing Competitive Link in NPS.

“Every day in Africa a gazelle wakes up. It knows it must run faster than the fastest lion or it