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5 Key Steps to Achieving Cross-Company Customer Centricity

Corporate speak and clichés – don’t you just love ‘em? Among the most commonly used and abused is “customer centricity”. Now don’t get me wrong, the idea of customer centricity is spot on. It’s just that the more I hear about it the less I see it in action in the way businesses treat customers. […]

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Universal challenges for customer experience

What a great week in Malaysia – running a 3 day customer experience (CX) masterclass for senior execs from the financial services sector from all over Asia.  Thanks to Quest for promoting the event. A couple of weeks ago it was dateline London for a similar programme for corporate leaders from the UK’s flourishing serviced […]

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How to Convert Employee Training Into a Better Delivery of Customer Experience

Whether it’s a customer experience, marketing or data & analytics conference, we always seem to end up talking about how to manage change in our organisation; how to encourage and inspire people to change the way they behave to deliver a better experience that drives sales revenue.     The type of change varies enormously, for example […]

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Wanting to offer an excellent customer experience? First you must offer an excellent employee experience…

If you haven’t got your hands on KPMG Nunwood’s latest analysis of customer experience in 2015 then you need to. You can find it here http://www.nunwood.com/customer-experience-excellence-centre/resources/national-ceec-analysis/ There is real insight into companies that are using Customer Experience as a strategy to drive revenues, profits, loyalty and recommendations. The top 100, as measured by Nunwood, achieved […]

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