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- Blog
The Loyalty Edge for Financial Planners
11 July 2019
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
13 June 2019
‘Carrot & Stick’ Incentives to drive CX innovation The Aged Care sector in Australia appears to be set for a -
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No Substitute for Listening to and Observing Customers
4 April 2019
“Say-Do Gap” should become “Say-Do Insights” The recent downfall of Shoes of Prey has provided a spectacular reminder of the -
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CX and the Digitised Customer
25 March 2019
Offline becomes Online in the new digital universe The rush to digitise our experiences – from facial recognition at airports -
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Follow the Shopper, Follow the Money
21 February 2019
The Evolution of CX in Retail The integration of contextual data has long been understood to drive value in NPS -
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Will the last-standing product company please step-up for customer feedback!
30 August 2018
The real pioneers of CX (NPS) programs in the noughties were typically in the business-to-consumer (B2C) world. These pioneers were -
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Facial Recognition for CX – Are we there yet?
15 August 2018
One of the great things about working in CX is the insanely fast changing world of technology and its potential -
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The Imaginery Barriers to Great B2B Customer Experience
10 August 2018
The business-to-business (B2B) world has finally woken up to the brave new world of customer feedback. For years, Customer Experience -
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UX in a CX Context: “Seeing the Wood for the Trees”
7 August 2017
The difference between CX & UX Whilst User Experience (UX) and Customer Experience (CX) are very similar concepts, the terms -
- Blog
When Personal Best is Not Enough! The Missing Competitive Link in NPS.
10 July 2017
“Every day in Africa a gazelle wakes up. It knows it must run faster than the fastest lion or it
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