CX and the New Normal (Part 1) : Are you prepared for the shift-to-online?
As the dust settles on the COVID-19 shock and recovery is in sight, the ‘New Normal’ is now the reality,
Customer Experience
3 Key Focus Points to Increase NPS post-COVID-19
Emerging from the COVID-19 lockdown period will see customers looking to build new consumption habits and reviewing their existing business loyalties. Promoters
Real time voice of patient improving customer experience in healthcare
Both responsibility and power in personal health issues resides with the consumer. Consumers are using health information and services at
The One Factor Holding You Back
When it comes to financial planning, customer experience is a key factor in increasing your conversion rates, however, in the
Turn Your Unhappy Clients into Lifelong Advocates
It’s interesting that a complaints feedback process can be described as an experience. But if you actually think about it,
Evolving your CX Program: 4 simple steps towards CX Success
Starting your journey into your first CX program implementation can be an overwhelming thought. Your plan is to keep it
Customer experience – a human perspective
In the era of customer focus and fierce competition, a natural step for you will be to implement a customer
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
My customers keep telling me things I already know. How do CX leaders avoid this?
Customer Experience management is a long game. Usually the bigger the issue the longer it will take to resolve (if
CX and the Digitised Customer
Offline becomes Online in the new digital universe The rush to digitise our experiences – from facial recognition at airports
