Take a chance on poor customer experience? Mamma Mia, no!

Manuela Pifani

20 August 2018

Customer Strategy, CX Design

Take a chance on poor customer experience? Mamma Mia, no!

In the midst of the ‘Experience Economy’, where Customer Experience is the key driver of lasting customer relationships and loyalty, many organisations still leave things to chance. Instead, a clear customer strategy is essential to design and deliver coherent, meaningful and differentiated CX

Manuela Pifani

19 February 2018

ROI, CX Programme, CX Leadership, CX Transformation

Too many casualties on the CX battlefield

Manuela Pifani

19 February 2018

ROI, CX Programme, CX Leadership, CX Transformation

Too many casualties on the CX battlefield

Why do so many CX initiatives fail to achieve competitive differentiation or quantifiable business benefits? My experience tells me that these casualties are due to a combination of poor strategy and bad execution, coupled with many execs still only paying lip service to CX.

Manuela Pifani

12 February 2018

Customer Strategy, CX Design

Escaping the deserted Island of strategy

Manuela Pifani

12 February 2018

Customer Strategy, CX Design

Escaping the deserted Island of strategy

Strategic talk alone doesn’t change the reality of the present. The best brand strategies are supported by a clear understanding of how they can be brought to life and become part of the DNA of an organisation – well before they start to communicate to their customers those new brand promises.

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