Many seem to have their CX improvement “take action switch” set to a default setting of “INACTION”, instead...
Dec 31, 2021
A staggering finding from one of our benchmarking studies of top 200 companies showed how few organisations effectively use data from customer feedback and surveys to drive improvements and take action.
Many seem to have their CX improvement “take action switch” set to a default setting of “INACTION”, instead...
Nov 22, 2021
There seems to be something very wrong with the way many businesses, and public services, measure their customers’ experience. Their customer experience metrics seem to mask potential failure, mystify effective management, absolve accountability, and do nothing to drive actions to improve.
There’s no shortage of...
Oct 27, 2021
This can be a big enough challenge for business - where there’s an intuitive link between satisfying customers and getting them...
Oct 18, 2021
In this launch episode I want to let you know what this podcast series is all about, and why it’s so important to you and your organisation now. We’re on a mission: to demystify customer experience and put the power of success in your hands, so you can take control and manage your customers’ experiences, before...