Coronavirus is a global gamechanger. We’ve seen game-changers before – world wars, Islamist terrorism, Brexit… However, on a global scale, nothing has ever impacted as broadly, quickly and intrusively as the coronavirus pandemic. And it will have a permanent impact on everything, including the world of commerce. Over the past few days, a number of […]
In this next video in the CX Club series, Ian Williams from Jericho and Christopher Brooks from Clientship CX look at leadership in terms of the way it relates to customer experience. The specific topics in this video are immersing the leadership team in the world of the customer, phasing of the CX programme and prioritisation of issues identified Ian: Welcome back to part two of the […]
FULL TRANSCRIPT OF VIDEO DISCUSSION In this next video in the CX Club series, Christopher Brooks from Clientship CX and Ian Williams from Jericho look at leadership in terms of the way it relates to customer experience. The specific topics in this video are motivations for undertaking a CX programme, writing a business case in […]
Hi, this is Ian from Jericho & CX Club, I hope you’re all doing well. It’s been a few weeks since I did my last video and I was warned… Alan Pennington – you did tell me that this would be one major undertaking and you’re not wrong. I’ve done 5 videos so far – this is now […]
The first topic in CX Club is CX Principles and in this video we look at the final four of eleven principles: H. The customer has an experience and the company may only be responsible for part of it – When someone books a holiday, they have an overall goal in mind – Getting away […]
The first topic in CX Club is CX Principles and in this video we look at the second set of principles: D. CX is only as strong as the weakest point in the journey – the customer can have a good end to end experience, but one bad experience across the journey can ruin the […]
The first topic in CX Club is CX Principles and in this video we look at the first three of eleven principles: A. CX isn’t something you do… – CX, unlike the other disciplines of the business, is not a function. It’s purely about what the customer ‘gets’ and is an outside-in view rather than […]
CX Club is a series of videos designed to stimulate interactive discussions around the subject of the end-to-end Customer Experience transformation process, from the identification of individual customers, through understanding the wants and needs of those customers, right to the transformation of the business in order to better deliver against those wants and needs. However […]
It’s a little bit like Fight Club…. but with more #CX…and less fighting. At this time of year, you can’t help thinking about the year gone by and also the 12 months ahead. We’ve been lucky enough to work on some amazing projects, including looking at customer profiling, segmentation, personae building, customer journey mapping & […]
In the previous blog, we spoke about the fact that the real benefit of Customer Journey Mapping comes from the pain points, the moments of truth, the wow opportunities and commercial opportunities generated by the exercise, and that these elements can potentially form the basis of transformation activity across the organisation. The map itself is […]