The COVID-19 period has created an unprecedented shock for CX relations. With high anxieties and uncertainty throughout society, companies need to rethink how
Both responsibility and power in personal health issues resides with the consumer. Consumers are using health information and services at
In the era of customer focus and fierce competition, a natural step for you will be to implement a customer
Offline becomes Online in the new digital universe The rush to digitise our experiences – from facial recognition at airports
Too often we see companies collecting tremendous amounts of customer experience data. However, then complain that they don’t have enough
The real pioneers of CX (NPS) programs in the noughties were typically in the business-to-consumer (B2C) world. These pioneers were
In today’s world, most of the companies see a strong CX program as a must have in their arsenal to
Customer experience lives and dies on touch points. There is no getting around the fact that there are key moments
So, you and your company are ready to begin the journey of taking CX seriously – it’s a well overdue
Often customer experience or advocacy initiatives are driven from the top down, and specific departments are made more accountable than
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