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 […]
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 & […]