CX E-News - December Edition
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...
Company and Customer Creating together
We were engaged to conduct customer research in support of our client’s five-year sales strategy. The organisation operated in transport,...
"The Red Queen Effect"
'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...
Power to the purchaser
Thanks to advances in technology, the customers are now in charge of the marketplace
NPS & Beyond
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...
How to ace that next interview
Research Research is critical to performing well in the interview. Review company and industry websites, articles and annual reports and...
Customer Journey Mapping Champions
A national retailer who had recognised the need to focus on customer had recently appointed a Chief Customer Officer, as well as...
Automation ownership - where does that lie?
There are two main schools of thought surrounding this question: (i) those who think ownership lies with Operations and (ii) those who...
Embrace Technology... or Get Left Behind
The constantly evolving nature of technology presents a massive challenge for those charged with developing strategy in business today....
G-Summit Melbourne ~ Genesys
Genesys G-Summit - Be part of Australia's CX event G-Summit Melbourne is returning for 2018, gathering visionaries, partners and industry...
