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Customer Experience

Top Picks

  • Think differently to find the best talent: Recruitment in a disruptive digital age
  • Turning leadership on its head: Finding the leaders around you
  • How buying on emotion led to one of the best customer experiences I’ve had.
  • Nothing goes together like a bird feeder, chocolate and the Bossa Nova (?!)
  • What the NHS can teach us about customer relationship management

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Recent Articles

  • Think differently to find the best talent: Recruitment in a disruptive digital age
  • Turning leadership on its head: Finding the leaders around you
  • How buying on emotion led to one of the best customer experiences I’ve had.
  • Nothing goes together like a bird feeder, chocolate and the Bossa Nova (?!)
  • What the NHS can teach us about customer relationship management

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How buying on emotion led to one of the best customer experiences I’ve had.

How buying on emotion led to one of the best customer experiences I’ve had.

  • Kym Hamer
  • August 8, 2020
  • Article / Customer Experience

I bought a painting recently. It was something of a celebratory purchase - my business has grown exponentially in the last few months, I’ve launched a second business in the…

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Nothing goes together like a bird feeder, chocolate and the Bossa Nova (?!)

Nothing goes together like a bird feeder, chocolate and the Bossa Nova (?!)

  • Nick Bush
  • August 8, 2020
  • Article / Customer Experience

One of the less stressful aspects of COVID-19 lockdown constraints has been the increased amount of birdsong and, I think, more birds in our tiny back garden. Encouraged by recent…

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What the NHS can teach us about customer relationship management

What the NHS can teach us about customer relationship management

  • Nick Bush
  • August 8, 2020
  • Article / Customer Experience

When you think of the UK’s National Health Service (NHS) then excellent customer relationship management is probably not the thing that springs to mind. Talk to any UK citizen and…

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Retail Apocalypse: Why customer research must be part of in-store cx assessments

Retail Apocalypse: Why customer research must be part of in-store cx assessments

  • Stephen Francis
  • July 15, 2020
  • Article / Customer Experience

RETAIL APOCALYPSE! It’s a nice little catch phrase that journalists love to use to get attention, and describe the well-reported and very real challenges of the retail industry - usually…

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The Case for Customer Experience V2.0

The Case for Customer Experience V2.0

  • Charles Bennett
  • June 20, 2020
  • Article / Customer Experience / Customer Innovation

It's time for an upgrade I have sat in an increasing number of meetings in the last months where business heads have asked the same question: “don’t you think that…

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Customer Experience measurement: why it is vitally important but badly done

Customer Experience measurement: why it is vitally important but badly done

  • Ian Golding
  • June 12, 2020
  • Article / Customer Experience

When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. The ability…

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NPS Best Practices

NPS Best Practices

  • Liliana Petrova
  • June 7, 2020
  • Article / Customer Experience

I spoke at the Corinium CCO Fall Conference. One of the discussions we had was on the very popular topic of NPS and its efficacy to gauge customer satisfaction. We…

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AI: are you being duped by Google’s Duplex?

AI: are you being duped by Google’s Duplex?

  • Nick Bush
  • June 6, 2020
  • Article / Customer Experience / Customer Innovation

Getting a realistic view on the rise of the machines means being aware of the hype cycle Film buffs will know that this year marks the 50th anniversary of Stanley…

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How do you determine your Minimum Viable Product (MVP)?

How do you determine your Minimum Viable Product (MVP)?

  • Michelle Badenhorst
  • May 30, 2020
  • Article / Customer Experience

I was recently involved with a product where the project team was responsible for delivering the 1st Minimum Viable Product (MVP). Product Plan defines a MVP as a product with…

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“Most Lean service programmes don’t deliver much value to the customer”

“Most Lean service programmes don’t deliver much value to the customer”

  • Charles Bennett
  • May 29, 2020
  • Article / Customer Experience / Customer Innovation

Examining the evidence shows that Lean has a way to go to enable customer-centricity I once made this statement to a group of Lean Six Sigma Master Black Belts. I…

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