2018 Customer Focused NPS Voice of Customer 
Lumoa
FEBRUARY 6, 2018
Every each of them answered the following questions: How do you see the future of customer experience? What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Recognise your business is about the customer and not you. How to overcome those challenges?
Customer Alignment
JANUARY 21, 2018
We have all seen a range of articles talking about predictions for Customer Experience in 2018. Forrester have called it ‘ A year of Reckoning’; they state that there is “a burning platform mandating bold action” but also that 30% of companies will see further declines in CX quality in 2018.
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Lumoa
OCTOBER 31, 2018
In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. 2018 will be the year of CX and AI.?
SurveySensum
JULY 14, 2020
He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.
Customer Alignment
DECEMBER 18, 2017
As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. However, along the way many companies have ‘processed out’ any empathy or recognition of how the experience feels for a customer. Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one.
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