January 11, 2020January 11, 2020Branding, Culture, Customer Centricity, Customer Experience, Customer Experience Metrics, Customer Journey Mapping, Customer Promise, Customer Satisfaction, Employee Experience, Leadership, Market Research, NPS, Service Design, Strategy, Transformation

#CX Club – Round 5 – CX Principles (3) – CX is a gap, You only control part, EX, Ownership & Profit

The first topic in CX Club is CX Principles and in this […]

January 11, 2020January 11, 2020Branding, Customer Experience, Customer Journey Mapping, Customer Promise, Customer Satisfaction, Segmentation & Personas, Service Design

#CX Club – Round 4 – CX Principles (2) – As strong as the weakest link, consistency, brand & the gap

The first topic in CX Club is CX Principles and in this […]

January 11, 2020January 11, 2020Branding, Customer Centricity, Customer Experience, Customer Journey Mapping, Customer Promise, Customer Satisfaction, Customer Service, Market Research

#CX Club – Round 3 – CX Principles – CX isn’t something you do, CX isn’t CS, CX, Journeys & Stories

The first topic in CX Club is CX Principles and in this […]

January 5, 2020January 9, 2020Branding, Culture, Customer Experience, Customer Experience Metrics, Customer Journey Mapping, Customer Promise, Customer Satisfaction, Customer Service, Employee Experience, Leadership, Market Research, Marketing, NPS, Segmentation & Personas, Strategy, Transformation

CX Club – Round 2 – Agenda – Setting out the subject matter topics for #CXClub – 1st will be CX Principles

CX Club is a series of videos designed to stimulate interactive discussions […]

June 25, 2019January 4, 2020Customer Experience, Customer Journey Mapping, Transformation

If Customer Experience isn’t about Transformation, it isn’t about anything

In the previous blog, we spoke about the fact that the real […]

June 23, 2019January 4, 2020Customer Experience, Customer Journey Mapping, Market Research

Customer Journey Mapping – the map isn’t the point…

In the past couple of decades Customer Journey Mapping has become one […]

January 20, 2016March 18, 2019Customer Experience, Customer Journey Mapping

Interview – Customer Journey Mapping

December 11, 2015March 18, 2019Customer Experience, Customer Journey Mapping

You’ve done journey mapping? So what?

November 15, 2015March 18, 2019Customer Centricity, Customer Experience, Customer Journey Mapping

Customer Journey Mapping – an art or a science? Part 2

November 15, 2015March 18, 2019Customer Centricity, Customer Experience, Customer Journey Mapping, Market Research

Customer Journey Mapping – an art or a science? Part 1