Here’s How You Can Build A Great Data-Culture! Numbers play a vital role in any business. From the number of stores, the number of customers, profits made, etc are all measures that show you how well your business is doing. In the early days, data was pretty much about money Read more…
VOICE OF EXPERTS 20 Ways To Create An Amazing Customer Experience In 2020 With all the focus on how technology—including AI, data, personalization and more—can drive better customer experience, I wanted to shift my focus back to basics. To this end, I recently published an article in Forbes about ways Read more…
VOICE OF EXPERTS Why Customer Empathy is Important in Customer Experience Management For 20 years now, organisations have worked at delivering customer experience (CX) excellence; appointing a senior CX leader and dedicated team, investing resources into measuring customer satisfaction, mobilising teams to operationalise improvements, reorganising teams to work in new Read more…
Discover how AI-powered CX strategies help modern businesses boost loyalty, reduce friction, and exceed customer expectations with smarter, data-driven decisions.
VOICE OF EXPERTS Small Gestures – Creating the right experience As a Consumer Behaviourist, I inhabit the world of ‘Small Data’. I often find myself asking the questions: why do consumers behave so? And the bigger triggers that impact consumer behaviour are the smaller gestures which the consumer has experienced. Read more…
8 Steps To Creating A Killer CX Programme If you really want to get ahead in the game, nail down a great customer service strategy. A well-executed customer experience strategy will maximize customer lifetime value, increase customer satisfaction and send your revenue soaring. In fact, the only thing going down Read more…
It’s not what you think it is: Presenting NPS® 2.0 It is probably time for a new and updated book to be written on NPS® (Net Promoter Score®). So much has changed in the external context, I find it strange that most implementations being done today, are done using old Read more…
Should Data Be The Only Core To All Decisions? The use of advanced data analytics in organisations’ decision-making process has increased tremendously over the recent past. Businesses are now focusing on making a data-driven decision-making culture a reality across all levels of their organisations. As a result, data-based insights now Read more…
Centralised vs Decentralised CEM When a company starts its customer experience (CX) journey, it often establishes a centralized team to build the necessary internal capabilities and catalyze change. However, that team’s effectiveness can be limited by a number of things, including divided attention within lines of business and a lack Read more…
Should front-line incentives be driven by Net Promoter Score®? Simple, intuitive and easy to benchmark, the Net Promoter Score® is a great performance indicator to drive a short and efficient satisfaction survey and maintain healthy customer relationships throughout the value chain of your business. Thanks to a high monthly response Read more…