Filters
How quickly can you start improving CX through digital
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...
Read more
EX and CX: Establishing a connection between the two
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...
Read more
How to use employee feedback to drive CX improvements?
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...
Read more
The benefits of redesigning Customer Experience and Employee Experience in tandem
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,...
Read more
To design the best digital tools to improve your CX, start with the problem
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....
Read more
How do you ensure employees are equipped and feel confident using tools and technology to serve customers?
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...
Read more
4 key practices to manage a digital portfolio for optimum impact to CX & ROI
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...
Read more
How do you ensure budget is being invested in the digital tools which will have the biggest impact to CX & ROI?
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...
Read more
How do you create a culture that engages, satisfies, and empowers employees and customers?
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...
Read more
CX Talks: Four key areas to think about to ensure a successful digital transformation
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...
Read more
The challenges of post pandemic working and impacts on CX
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...
Read more
How can you start improving your EX & impact on CX? – Part 2
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...
Read more
Checkmate: The Queen’s Gambit of customer experience strategy – Part 2
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...
Read more
Checkmate: The Queen’s Gambit of customer experience strategy – Part 1
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...
Read more
How can you start improving your EX & impact on CX? – Part 1
So you’ve spent a bunch of time mapping your personas and your customer journeys and you’ve made some changes to improve your customer experience, but...
Read more
Why is it important to align EX and CX strategy to your company vision, mission and values?
We all know how important it is to have a clear company-wide vision in place and for everything underneath to be working towards achieving that...
Read more
So you think you have a successful digital transformation strategy ready or in progress? See if we agree.
For the board, transformation and technology leaders the need for a coherent digital strategy to drive large scale transformation is unlikely to be new. In...
Read more
5 dimensions of digital transformation, with CX at centre stage
There are many definitions for digital transformation but it all boils down to applying digital technologies to advance business’ agendas and deliver against changing customer...
Read more
How does building quality employee experiences (EX) improve CX?
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...
Read more
EX 101: What is employee experience and why is it important?
Feeling valued, having a sense of belonging, a clearly defined career path, flexible working hours, beers in the office fridge. As an employee, what makes...
Read more
CX Talks: What does good CX look like?
Join Steven, Sarah and Loïc as they discuss what good CX looks like in our latest episode of ‘CX Talks’. Good CX (customer experience) is...
Read more
Remaining customer focused in the aftermath of a crisis is the key to survival
The Covid-19 crisis took us all by surprise last year. As we dramatically changed our lifestyles, companies were forced to rapidly transform their operations to...
Read more
What UK retailers can learn from Chinese e-commerce
China is at the frontier of a digitised retail future which is more dynamic, innovative and consumer-centric than ever before. Having experienced solid growth, their...
Read more
Autonomy, mastery, and purpose: Employee experience, the right motivators are king
Customer experience (CX) is enabled by many things and organisations invest in most of them, but the success of any CX transformation can be tied...
Read more
Filters