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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
  • October 28, 2019
  • Article / Customer Experience / Featured

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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The future of VOC measurement: Don’t let organisations do it themselves!

The future of VOC measurement: Don’t let organisations do it themselves!

  • Ian Golding
  • August 31, 2019
  • Article

When it comes to the subject of Customer Experience (CX), everyone has an opinion. Differing opinions are not a bad thing – it is incredibly healthy for there to be…

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Having reservations

Having reservations

  • Kym Hamer
  • April 18, 2019
  • Article / Customer Innovation

Recently I went out to see a show with some friends of mine and we followed this up with drinks and dinner. We had a great time.  The show was witty, topical…

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My beef with boards

My beef with boards

  • Kym Hamer
  • March 11, 2019
  • Article / Customer Innovation

I am a burger lover from way back. Not the global-fast-food-chain type of burger but full, messy fish-and-chip-shop burgers. Long sun-kissed days on the beaches of my childhood and adolescence…

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C minus for CX?

C minus for CX?

  • Charles Bennett
  • December 18, 2018
  • 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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Forget Best Practice – it won’t get you anywhere

Forget Best Practice – it won’t get you anywhere

  • Charles Bennett
  • October 18, 2018
  • Customer Innovation / Top Picks

Gaining a competitive edge requires you to go beyond accepted norms One of the values that I have always believed to be critical to customer experience is “the competitive edge”.…

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Voice of Customer and Big Data will never be your key differentiator!

Voice of Customer and Big Data will never be your key differentiator!

  • Charles Bennett
  • June 4, 2018
  • Customer Innovation

You may get insight but don’t expect to innovate How are you getting insight on your customers that is deeper than your competitors? How well is it working? Are these…

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