Customer Experience

CX Club – Round 10 – Profiling & Segmentation – Are most CX activities intellectual masturbation?

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CX Club Round 10 Profiling & Segmentation

Ian Williams from Jericho and Steve Sullivan from Channel Doctors discuss the importance of profiling & segmentation in Customer Experience Transformation. Profiling & segmentation are widely spoken about in the Customer Experience world, but there is little integration between these data-driven exercises and the typical Customer Experience practices of Personae Building, Customer Journey Mapping and […]


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

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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 […]