How not to leave customers stranded on the busiest travel day of the year?
Meet Diane. She is traveling with her 2 year old and 5 year old to her in-laws’ house for Thanksgiving. This is the one annual trip she has to take.…
Meet Diane. She is traveling with her 2 year old and 5 year old to her in-laws’ house for Thanksgiving. This is the one annual trip she has to take.…
A few weeks ago, I treated myself with a pair of Bose SoundSport Free wireless headphones. They’re brilliant. I love them. But even though they have been available for some time…
AI offers great potential for managing customer journeys As marketers begin to seek practical applications of AI, they are encountering the first challenges. However, the biggest challenge of all is…
Customer journey designs ignore the customer clock at their peril Unless you’re afflicted by a particular neurosis you probably don’t spend every minute of the day counting down the time…
Make life easier for your customers to create opportunities Watch an online ad, navigate around a brand’s website or consume some social content on the likes of Facebook or Linkedin…
It’s a powerful technique, but only under certain conditions Be honest now: if I were to ask you where your customer journey maps are kept, could you – hand on…
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…
CX can bring massive benefits but BEWARE – don’t follow the herd Everyone knows something about Customer Experience (CX) – at least the most well-publicised concepts. Whilst many companies have…
Can we use an Uber-style service to combat bed-blocking? “Many health systems make large investments to improve the patient experience but fail to achieve their desired objectives because they did…