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  • 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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Think differently to find the best talent: Recruitment in a disruptive digital age

Think differently to find the best talent: Recruitment in a disruptive digital age

  • Stephen Francis
  • August 15, 2020
  • Article

Recruitment. It’s a word that inspires many feelings. Though it’s not my profession, it is part of my job. And there is so much on LinkedIn about recruitment, I feel…

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Turning leadership on its head: Finding the leaders around you

Turning leadership on its head: Finding the leaders around you

  • Stephen Francis
  • August 15, 2020
  • Article / Leadership

At a time when, in my opinion, we are seeing a breathtaking lack of leadership handling the current global COVID-19 pandemic, I thought it timely to republish my article of…

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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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C minus for CX?

C minus for CX?

  • Charles Bennett
  • June 21, 2020
  • Article / Customer Innovation

Isn’t it time Customer Experience figured more in schools? Imagine for a moment that you are back in your teens and you are considering what you are going to do…

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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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When statistics hide the truth about customer complaints

When statistics hide the truth about customer complaints

  • Nick Bush
  • June 11, 2020
  • Customer Innovation

Ofgem’s complaints report shows the problem – and the opportunities The trouble with being a customer experience-obsessive is that as soon as you hear an item on the news about…

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