Top 5 CX Books To Read in 2023
In today’s competitive business landscape, providing a delightful customer experience (CX) has become more crucial than ever. Why? As businesses
Customer Centricity
How to Select the Best VoC Platform for Your Company
What is the main differentiator between businesses that succeed and those that don’t ? Successful businesses and organisations listen to
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
Customer Journey Maps – From Sticky Notes to Sticky Customers!
As the world of CX matures, so does our use of tools and data. The humble Customer Journey Map –
Why Omnichannel is a Must for Retail
The imminent arrival of Amazon has seen the Australian retail landscape shape up for a major disruption. This, in addition
Technology’s Role in Transforming Customer Experience
Technology has created the new digitised frontier that organisations are battling on which can revolutionise how Customer Experience can deliver
Leading the Change for Customer Experience
There are many different theories and methodologies around change management, and in this weeks’ post I won’t be going deeply
Four Steps to Driving Customer Experience in an Organisation
Often customer experience or advocacy initiatives are driven from the top down, and specific departments are made more accountable than
Net Promoter Score – Stop Obsessing Over the Score
For those new to Net Promoter Score (NPS), it can be easy to fall into the trap of obsessing over
The Limitations of Frontline Focused Feedback Programs
I’ve recently come to the end of a very long drawn out relocation request with my home broadband provider; and
