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
In the era of customer focus and fierce competition, a natural step for you will be to implement a customer
“Say-Do Gap” should become “Say-Do Insights” The recent downfall of Shoes of Prey has provided a spectacular reminder of the
Customer Experience management is a long game. Usually the bigger the issue the longer it will take to resolve (if
Offline becomes Online in the new digital universe The rush to digitise our experiences – from facial recognition at airports
Closing the loop in an electrical sense means closing off a circuit. There is a gap somewhere that prevents a
Too often we see companies collecting tremendous amounts of customer experience data. However, then complain that they don’t have enough
The real pioneers of CX (NPS) programs in the noughties were typically in the business-to-consumer (B2C) world. These pioneers were
Nowadays most companies are measuring CX, however most companies are not necessarily impacting revenue based on CX… “Despite the priority
What the internet did for communications, blockchain will do for trusted transactions – Ginni Rometty, CEO of IBM What is
The term “Artificial Intelligence” speaks to our collective imagination. We believe AI can make our dreams come true and all