April 30, 2016
Just over four years ago, I wrote a blog post called “Who owns Customer Experience?”. The purpose of the post was to attempt to establish the best ‘place’ within the business to ‘house’ the Customer Experience professionals. Ultimately, the purpose of the article was to argue that customers experience the business cross-functionally, and as such can be influenced by all or any of the functions of the organisation. As such,
January 20, 2016
Following our last blog post You’ve done Journey mapping? So what?, I was approached by Tema Frank from Frank Reactions to do an interview about journey mapping, and this is it…
January 4, 2016
All the best for an experientially wonderful 2016!! Have a fantastic year. 🙂
December 11, 2015
Journey Mapping has become all the rage, however there are a number of organisations doing it without truly understanding why
November 21, 2015
NPS isn’t really about recommendation. The question asks whether the respondent is prepared to make a recommendation, but has a deeper psychological purpose