CX2/5: Five tips on managing change to your customer experience

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

CX1/5: Turning Customer Service into Customer Success

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 first of five posts, I’ll focus on developing a customer success team from your… Continue reading CX1/5: Turning Customer Service into Customer Success

Balancing budget with ambition in CX

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

Can CX help prove the value of a diverse workforce?

Let me start this post by being clear – I don’t know the answer! But following a fascinating conversation with a respected contact, I thought it was worth discussing whether CX can help prove the value of a diverse workforce. The real challenge when I look at a typical diversity and inclusion (D&I) dashboard is that… Continue reading Can CX help prove the value of a diverse workforce?

Is NPS really worth measuring?

A conversation with a colleague this week triggered a number of thoughts.  The colleague’s client wanted NPS (net promoter score) to be implemented across the account.  I guess the important question to ask is why does the client want to use NPS? Before answering that question, it’s probably worth refreshing ourselves on how NPS works. … Continue reading Is NPS really worth measuring?

What does a data scientist have in common with Miss Marple?

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?

Is your purpose clear to your customer?

It never ceases to amaze me – businesses new and old, big and small seem to loose sight of why they are here. From the smallest and most humble beginnings, there was a really relevant and specific reason why every company was created. And for those that are successful, that purpose, that raison d’être was meaningful enough… Continue reading Is your purpose clear to your customer?