We mentioned in our previous blog on CX maturity that most CX programmes only focus on the external elements of CX. In doing so, they’re missing a huge swathe of insight – insight that is critical to decision-making for both…
“The best way to find out if you can trust somebody is to trust them”, according to Ernest Hemingway. This applies not only to personal relationships but also to professional ones. When customers and organisations trust each other, it creates…
Today’s customers are more demanding than ever. To stay competitive, businesses must have a solid understanding of customer needs and expectations, and must stay in tune with these as they evolve over time. More than this, though, it’s also essential…
Evidence from the past three years has made one thing about CX clear: organisations that offer the best customer experience constantly check and reset. They re-evaluate themselves, the promises they make, the touchpoint experiences they provide, the consistency of their…
Customer-centric organisations are more likely to achieve better business results, with 73% of consumers citing that a good experience is key in influencing their brand loyalties. What’s more, companies that excel at customer experience have 1.5 times more engaged employees…