Here’s How You Can Build A Great Data-Culture! Numbers play a vital role in any business. From the number of stores, the number of customers, profits made, etc are all measures that show you how well your business is doing. Read more…
VOICE OF EXPERTS 20 Ways To Create An Amazing Customer Experience In 2020 With all the focus on how technology—including AI, data, personalization and more—can drive better customer experience, I wanted to shift my focus back to basics. To this Read more…
VOICE OF EXPERTS Why Customer Empathy is Important in Customer Experience Management For 20 years now, organisations have worked at delivering customer experience (CX) excellence; appointing a senior CX leader and dedicated team, investing resources into measuring customer satisfaction, mobilising Read more…
Calculating ROI Down To The Last Penny! The importance of calculating your customer experience ROI cannot be overstated—how will you Measure, Act and Improve your customer experience efforts if you don’t know the return on your CX investments? Despite a Read more…
The Inevitability of Cognitive Technologies in Customer Experience Customer experience is the most crucial and tiring part of any company’s business strategy. Market volatility and changing customer expectations make it quite challenging for companies to identify customer requirements. CX has Read more…
VOICE OF EXPERTS Small Gestures – Creating the right experience As a Consumer Behaviourist, I inhabit the world of ‘Small Data’. I often find myself asking the questions: why do consumers behave so? And the bigger triggers that impact consumer Read more…
8 Steps To Creating A Killer CX Programme If you really want to get ahead in the game, nail down a great customer service strategy. A well-executed customer experience strategy will maximize customer lifetime value, increase customer satisfaction and send Read more…
It’s not what you think it is: Presenting NPS® 2.0 It is probably time for a new and updated book to be written on NPS® (Net Promoter Score®). So much has changed in the external context, I find it strange Read more…
Should Data Be The Only Core To All Decisions? The use of advanced data analytics in organisations’ decision-making process has increased tremendously over the recent past. Businesses are now focusing on making a data-driven decision-making culture a reality across all Read more…
Centralised vs Decentralised CEM When a company starts its customer experience (CX) journey, it often establishes a centralized team to build the necessary internal capabilities and catalyze change. However, that team’s effectiveness can be limited by a number of things, Read more…