The reductionist flaw at the heart of Lean
In the first part of this series on Lean and its impact on customer experience we examined basic evidence that supports what could be construed as an outrageous claim that…
In the first part of this series on Lean and its impact on customer experience we examined basic evidence that supports what could be construed as an outrageous claim that…
“World-class” is a term that should only be used for those companies that perform way above the norm. When you drill down to what “world-class” companies do differently, the logic…
A comprehensive approach to CX minimises objections Does this issue sound familiar? “We’d like to accelerate our customer experience programmes but it’s very complex and so many things are getting…
Lean and BPM practitioners need to add to their toolbox In Part 1 of this series we examined basic evidence that supports whatcould be construed as an outrageous claim: that…
You need to brush up your sales techniques to get the right focus Have you heard any of these from senior stakeholders in some shape or form? “I have 25…
Don't confuse being customer-centric with being customer-friendly It’s those four little words. So many senior execs have uttered them in some shape or form in virtually every first meeting I…
Gordon Tredgold, NextTen Director of Customer Experience Leadership, recognised Our resident leadership expert Gordon Tredgold has just been selected by Influencer Marketing Hub as one of their Top 12 Incredible Personal…
Imagine for a minute you are tasked with improving customer experience in your company. What would you try to achieve? You know you need to achieve demonstrable results and you…
Is customer experience delivering? What are the biggest challenges? What lessons can companies learn to deliver greater impact? I had the pleasure to have an interview and debate with Diane…
Use Gamification to accelerate innovation and creativity – Customer Experience needs it! I will always remember the words of a stressed CEO of a highly successful customer of ours. “I…