CX Ahead
FEBRUARY 27, 2018
From the first portable controller to a touchscreen before the iPhone, what you can learn from Nintendo’s experience design. People tend to forget it, but customer experience (CX) is not a trend, a nice to have or doing the right thing. It is a business strategy. One that drives revenue through a focus on customer value, enriching relationships and reducing price sensitivity and churn rates.
CX Ahead
MARCH 4, 2021
Customer Experience (CX) can make or break your business, and, if you don’t look at it strategically, you run a serious risk of it making more harm than good and actually breaking you. What may appear like a great idea, in essence, can often cost dearly if not sense checked against the wider realities of business. It’s important to bear in mind that customer experience isn’t an end in itself but merely a means to an end, one strategy, one path towards a greater goal: business survival and growth
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CX Ahead
APRIL 30, 2021
Personalisation is probably one of the terms I hear most often when people ask me how to deliver sound, pragmatic, and profitable customer experience strategies. They ask about it for three reasons: Firstly, because, sadly, it is incredibly unusual for this topic not to come up when people discuss failures in customer service. Secondly, because while the concept makes sense, people struggle to understand how it looks when applied correctly and embedded into successfully delivered customer journe
CX Ahead
MAY 7, 2021
If everyone used NPS in the way it was originally intended to, it could represent a decent tool, although still not my top pick. Unfortunately, we have seen many businesses measure NPS incorrectly, doing more harm than good to the CX profession. Therefore, I often campaign against using NPS as a part of a feedback strategy, knowing it will take companies in the wrong direction.
CX Ahead
JULY 12, 2021
In the first blog in this series, I discussed what made personalisation such a popular topic in marketing and customer experience circles, alongside some stats that helped us understand its popularity and the level of investment in it (in a nutshell: customers will behave more favourably towards your brand). I also highlighted that one of the reasons personalisation is such a hot topic is because, while people love the idea, their minds usually think of failed personalisation, and they struggle
CX Ahead
JULY 26, 2021
‘You talkin’ to me?’ goes the legendary Robert De Niro line. In the contact centre, it’s pretty apparent who your team is talking to – they are talking to a customer or to a prospect. Let’s turn this around for a second and think from the customer’s perspective. Who are your customers talking to? Are they talking to an organisation, a brand or to an actual human being?
CX Ahead
AUGUST 1, 2021
Although I live in England, I am not a tea drinker. My qualm isn’t with putting milk in tea (which by the way, Brits think is perfectly normal and think the rest of the world is crazy not to) , I just never enjoyed the taste of it. Yet, a few weeks ago, I spent a mere £70, just short of $100, on tea. Worst of all: I am very happy that I overspent like that.
Expert insights. Personalized for you.
52 
Let's personalize your content