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How does building quality employee experiences (EX) improve CX?

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The idea of customer experience has moved on a lot from a basic front-of-house smile. What has taken longer to mature in leaders minds, is...
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How do you ensure employees are equipped and feel confident using tools and technology to serve customers?

Content Type: Posts
Digital customer experience tools that capture behavioural, transactional, and preference data can transform customer intelligence into personalised insights. But, choosing the right tools and technology...
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Why becoming more sustainable is essential to your CX

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How does becoming more sustainable fit into consumer demand, and what can organisations do to successfully bring sustainability into their customer experience?
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Customer experience architecture

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CX SME Simon Blosse explores the benefits of an architectural approach to customer experience transformation.
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How well do you really know your service user needs? Why you should take some time to spice things up!

Content Type: Posts
Three reasons why your service may not be hitting the mark, prevention methods and 5 benefits of discovering user needs.
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How to consider technology in a digital transformation – PODCAST

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Considering technology in digital transformation is fundamental to making it a success.  In our latest podcast, Clarasys’ own Tom Carpenter, Chris McIvor, Lindsay Cameron and...
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Key considerations of digital transformation: organisation – PODCAST

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Here we dive deep into the third key consideration when embarking on a digital transformation: organisation. In our latest podcast, Clarasys’ own Ben Lover, Helen...
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How to consider the business in a digital transformation – PODCAST

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Our four-part podcast mini-series deep dives into digital transformation areas to consider to ensure success. In this episode, Clarasys’ own Tom Carpenter, Sarah Rigby and...
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Popular friction: using friction to drive improved experiences

Content Type: Posts
Ever been frustrated by the number of clicks it takes to do something? It’s called friction, and in the world of CX, it’s all about...
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Why is considering customer experience in digital transformation essential? – PODCAST

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Considering customer experience in digital transformation should be embedded throughout the process and never be an afterthought. In our latest podcast, Clarasys’ own Tom Carpenter,...
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Why we are doing sustainability at Clarasys – PODCAST

Content Type: Posts
Clarasys’s Sam Maguire, Sarah Hammond, and Steven Writer-Maguire discuss sustainability at Clarasys.   In the very first episode of our brand new podcast series, ‘Clarasys...
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How to encourage CX investment from C-suite executives

Content Type: Posts
Why is CX investment important and how do you encourage buy-in from c-suite executives? Read more to find out… According to an Acquia report, 77%...
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How quickly can you start improving CX through digital

Content Type: Posts
To determine how quickly you can start improving CX through digital is dependent on how well you know several aspects of your business… 1. Your...
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EX and CX: Establishing a connection between the two

Content Type: Posts
We’ve all heard it said that “happy employees lead to happy customers” and business leaders believe it too: a recent Harvard Business Review Analytic Services...
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How to use employee feedback to drive CX improvements?

Content Type: Posts
In our latest episode of CX Talks, Sarah, Rob and Cat discuss how you can use employee feedback to improve your CX.  Principal Consultant Sarah...
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The benefits of redesigning Customer Experience and Employee Experience in tandem

Content Type: Posts
There are plenty of ideas around how to design standout Customer Experience (CX) and exceptional Employee Experience (EX) in isolation. But redesigning them in unison,...
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To design the best digital tools to improve your CX, start with the problem

Content Type: Posts
The open secret of design thinking is to start with a problem and develop multiple solutions in order to come up with the best solution....
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4 key practices to manage a digital portfolio for optimum impact to CX & ROI

Content Type: Posts
I’m driving on a motorway heading out for a day trip, the A/C is blasting a bit much and I’m feeling cold, the junction is...
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How do you ensure budget is being invested in the digital tools which will have the biggest impact to CX & ROI?

Content Type: Posts
More than any other time, lockdown last year gave me a masterclass in how to manage scarce resources and invest in activities that mattered. On...
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How do you create a culture that engages, satisfies, and empowers employees and customers?

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A positive company culture impacts every fibre of an organisation, increasing productivity and staff retention rates and reducing absenteeism. When the culture is good, consumers...
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CX Talks: Four key areas to think about to ensure a successful digital transformation

Content Type: Posts
Join Matt, Tom and Ben, in this episode of CX Talks as they discuss the four key areas to think about to ensure a successful...
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The challenges of post pandemic working and impacts on CX

Content Type: Posts
The rush to get people working from home wasn’t a revolution. It was a reaction. For some, it’s been a dream and for others a...
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How can you start improving your EX & impact on CX? – Part 2

Content Type: Posts
In part 1 of this blog, we acknowledged that poor customer experience is often rooted in poor employee experience, and offered three areas to focus...
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Checkmate: The Queen’s Gambit of customer experience strategy – Part 2

Content Type: Posts
In part 1 of this series, we drew on the favourite Netflix series ‘The Queen’s Gambit’, using the metaphor of chess to simplify customer experience...
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Checkmate: The Queen’s Gambit of customer experience strategy – Part 1

Content Type: Posts
Chess aficionados will be familiar with Netflix’s ‘The Queen’s Gambit’.1 Excluding spoilers, the show takes us through the life of chess prodigy and protagonist Beth...
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  • Our industries
    • Financial services
    • Healthcare
    • Media & information services
    • Not for profit
    • Professional services
    • Public sector
    • Retail
  • What we do
    • Business & technology transformation
    • Customer experience
    • Data governance
    • Digital adoption
    • Employee experience
    • Operational efficiency
    • People and Change Management
    • Process improvement
    • Post Merger Integration
    • Service design
    • Sustainability consulting
  • Our insights
    • Case studies
    • News
    • Reports
    • Thinking
    • What our clients say
  • About
    • About us
    • Contact us
    • Careers
    • Diversity, Equity and Inclusion
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