Manuela Pifani

20 August 2018

Customer Strategy, CX Design

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

30 July 2018

CX Design, Customer Journey

Experience makes or breaks your holiday break

Manuela Pifani

30 July 2018

CX Design, Customer Journey

Experience makes or breaks your holiday break

What are the key moments in your customer journey to deliver your brand promises? And have you designed those interactions to deliver the right customer experience?

Manuela Pifani

11 June 2018

Customer Strategy, CX Design, CX Transformation, Customer-centricity

Customer strategy: The missing link

Manuela Pifani

11 June 2018

Customer Strategy, CX Design, CX Transformation, Customer-centricity

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.

Manuela Pifani

30 April 2018

CX Design, CX Transformation, Customer Strategy

Once upon a time, design was for kids

Manuela Pifani

30 April 2018

CX Design, CX Transformation, Customer Strategy

Businesses increasingly use the word ‘design’ as the solution to many problems. However, many still adopt traditional process design techniques, which are not able to bring the right customer focus or lead to innovative solutions.

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