During this month, I’ve adopted a theme to my blogs focusing on various ideas, concepts and posts that I have shared in the past to help those of you considering customer experience transformation to take that leap of faith. In the second of five posts, I’ll focus on managing change in your customer experience. Modern… Continue reading CX2/5: Five tips on managing change to your customer experience
I met a rather senior acquaintance for drinks the other week. Following a promotion, they are tasked with turning a relatively strong performance service team into “best in class” champions of customer engagement. My acquaintance wanted to kick around a few ideas on this rather exciting project – and highlight a few concerns. Modern business… Continue reading Balancing budget with ambition in CX
Chatting with a colleague recently, I was struggling to explain how to make the most of a data scientist. Working with analysts and actuaries, who are used to manipulating spreadsheets, downloading data and extrapolating trends, it’s not so easy to explain the wondrous skills of data science. I wracked my brains and reflected on the… Continue reading What does a data scientist have in common with Miss Marple?