RESEARCH & ADVISORY
NEWS & KNOWLEDGE
December 19, 2019
With Christmas and the end of 2019 fast approaching, this time lends itself to one of reflection and gratitude. I hope you take time out to celebrate the successes of 2019,...
May 1, 2019
We were engaged to conduct customer research in support of our client’s five-year sales strategy. The organisation operated in transport, insurance and accommodation services...
April 18, 2019
'It’s difficult enough just to keep up with what’s going on in the fastchanging CX world. But read this book and you might be able to get a little bit ahead of your own compe...
October 25, 2018
Thanks to advances in technology, the customers are now in charge of the marketplace
September 20, 2018
In my book Good to Great CX, when I talk about NPS, I talk about ‘loyalty beyond reason’ or a score of 11 on a 10-point scale. This is the kind of loyalty that persuades peop...
August 13, 2018
Research is critical to performing well in the interview. Review company and industry websites, articles and annual reports and make sure you have a good understandi...
A national retailer who had recognised the need to focus on customer had recently appointed a Chief Customer Officer, as well as implemented many changes at a board and execu...
July 18, 2018
There are two main schools of thought surrounding this question: (i) those who think ownership lies with Operations and (ii) those who think IT should be leading the charge....
The constantly evolving nature of technology presents a massive challenge for those charged with developing strategy in business today. Whereas, a generation ago the technolo...
July 15, 2018
Genesys G-Summit - Be part of Australia's CX event
G-Summit Melbourne is returning for 2018, gathering visionaries, partners and industry thought leaders from around the count...
Customer Journey Mapping Training
May 30, 2018
CX E-News - December Edition
Company and Customer Creating together
"The Red Queen Effect"