"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...
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....
Some Things Never Change...
Why do transformation efforts fail?
A Pulse Check for Your Outsourcing Partner
Your organisation made the decision to outsource a part or all of it’s customer facing interactions, evaluating several potential...
Minimum Viable Experience (MVE) where Agile, DevOps & CX meet
There are two big trends in business: digital transformation on the business side, and Agile – DevOps on the technology side, and at the...
How can you achieve corporate-wide transformation?
I recently had a discussion with a colleague in Europe regarding the fact that more and more investors, executives and specialists are...
Customer Journey Mapping - Walking in Your Customers Shoes
Customer journey mapping is about understanding what motivates your customers – what their needs may be, their hesitations and fears. The...
