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CX and the New Normal (Part 3) : Understand Opportunities from New Customer Personas,

by Nate Barham
Personas, Customer Experience

As the dust settles on the COVID-19 shock and recovery is in sight, the ‘New Normal’ is now the reality, … Read more

Categories Customer Experience Management

It’s time to change the CX conversation

by Ali Thompson
Customer experience

Ask yourself; · Would you fill in a five-minute survey with 20 questions for buying a burger? · Would it … Read more

Categories Uncategorized

Childcare Customer Experience: Opportunities for Growth

by Tuuli Toivainen
Childcare customer experience

The childcare sector has experienced dramatic growth and childcare customer experience is becoming critical to the success of centres. The … Read more

Categories COVID-19, Customer Experience Management

CX and the New Normal (Part 2) : Touchpoints are the secret weapon!

by Nate Barham
Customer journey

As the dust settles on the COVID-19 shock and recovery is in sight, the ‘New Normal’ is now the reality, … Read more

Categories COVID-19, New Normal Series

CX and the New Normal (Part 1) : Are you prepared for the shift-to-online?

by Nate Barham
Voice of customer

As the dust settles on the COVID-19 shock and recovery is in sight, the ‘New Normal’ is now the reality, … Read more

Categories COVID-19, Customer Experience Management, New Normal Series

Top 3 Reasons why most NPS programs miss the mark in delivering business outcomes

by Nate Barham
nps-outcomes

The NPS program lacks insight into what exactly drives customer experiences The NPS program lacks the tools to turn data … Read more

Categories Best Practices, CX Metrics

5 Lessons I have learnt from working in a Start-up

by Luna Wen
5 lessons from start-up

While many graduates are aiming to get into large organisation Graduate Programs, I happen to have started my career from … Read more

Categories Employee Experience, Opportunity Series, Resonate Insider

Voice of Customer Programs: How to get actionable insights

by Awais Jan
voice of customer

I have a Voice of Customer (VoC) program, how do I get actionable insights? Over recent years, it has become … Read more

Categories Best Practices, Customer Experience Management

3 Key Focus Points to Increase NPS post-COVID-19

by Nate Barham
increase nps growth

Emerging from the COVID-19 lockdown period will see customers looking to build new consumption habits and reviewing their existing business loyalties. Promoters … Read more

Categories Best Practices, COVID-19, Customer Experience Management

4 Main Customer Personas Emerging During the Crisis

by Nate Barham
4 Main Customer Personas Emerging During the Crisis

The COVID-19 health crisis has shifted the relationship between customers and businesses to an unprecedented extent. Customers are approaching businesses with shifted expectations … Read more

Categories COVID-19, Customer Experience Management
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