Some retrospective but future-inspiring reading summarising day 1 of the virtual CX Marketing Summit 2020.
Trust and Transparency - My highlights from chairing the Customer Engagement Summit 2019
Are you hearing without listening?
I want it all and I want it now
Customers’ intolerance for suboptimal experiences is increasingly impacting companies’ profitability, because far too often their expectations for immediate, convenient and personalised service are not met. Why are organisations still pursuing tech-first transformation without due consideration for those deeper customer needs and expectations?
Reclaiming your time at the time of a claim
The Retailers' dilemma
Top 10 customer experience trends for 2018: fashionable or transformational?
Customer strategy: The missing link
Do you have a clear Customer Strategy to shape the focus of your CX programme and supercharge its delivery and impact? The reality is that not only many organisations overlook this aspect of the CX programme, but many do not have the right skills and tools to design a successful and brand-aligned Customer Strategy.
Once upon a time, design was for kids
This year I will get fit!
A healthy CX is essential to build the organisational fitness required to compete successfully in a challenging environment. Most organisations set out some CX objectives and targets at the beginning of each financial year, but how many of these organisations keep the right focus and resources behind them?
