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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...
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The challenges of post pandemic working and impacts on CX
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
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
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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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...
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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...
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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...
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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...
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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...
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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...
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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...
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Which CX metrics offer more value, and in which circumstances?
You’ve done the hard work to earn your customer’s attention, but how do you know if they’re loyal to your brand or how engaged they...
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Podcast: CX workshops
In an effort to help support organisations, and their people in achieving these goals, Clarasys offers a range of free Customer Experience (CX) workshops around...
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How a better EX can improve your CX
It is crucial for organisations to consider their Employee Experience (EX) as a whole, in order to not only have happy employees and improve retention,...
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5 Tips to Delivering an Award-Winning CX Transformation Programme
In 2020, delivering a great Customer Experience transformation programme is more important than ever to make the right decisions, achieve results, remain competitive and resilient....
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Using customer segmentation in your CX to make the most of your customer data
A common misconception exists in the conflation of customer segments and personas. Customer segmentation, according to Optimove (a relationship marketing hub), is “practice of dividing...
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Using personas in your CX to make the most of your customer data
In our previous blog post, we discussed the importance of customer segmentation – ways of separating out your many types of customers into collective ‘groups’...
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Discovering the moments that matter in your Customer Experience (CX)
Discovering the moments that matter As our communities continue to navigate these strange and challenging times, businesses and organisations must continuously work to better understand...
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How a digital upgrade can improve the high street’s CX
For years now, the convenience and speed of online retail has been blamed for killing off the high street. So how can department stores and...
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Where to [ prioritise ] CX investment
You have a backlog of CX improvement initiatives: now what? Prioritising customer experience (CX) initiatives is an age old dilemma for many organisations. Yet now,...
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Ensuring your customers are creating your CX shopping list
In an industry where the phrase ‘customer is king’ came to prominence, it is no secret that retailers’ customers are their prime focus. Nevertheless, the...
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Transforming your CX basket into a shopping cart
In the new normal that COVID has presented retailers with, being able to quickly identify and implement changes to customer experience (CX) is vital. How...
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Demystifying Customer Experience (CX)
Many people believe that improving customer experience (CX) is complicated, confusing, expensive and requires a lot of effort. I do not believe that is true....
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