In the first of our podcast interviews, Charles Bennett talks to ClearAction Continuum founder Lynn Hunsaker. Their discussion starts with a recognition that the majority of customer experience transformation efforts…
The UK’s Brexit crisis means more investment in CX not less I write this article from a country under siege. For months the UK has been in the grip of…
In this informative webinar, produced by professional networking organisation InTouch, NextTen's director of delivery Nick Bush offers some useful advice on how to power up boardroom discussions by putting the…
(2 minute read) Customer-centricity is the way forward It’s that time of year when we have a succession of variously-coloured days: Black Friday pre-Christmas and Blue Monday today, allegedly the…
Paying attention to the things not on a CV can be just as important as the things that are on it Like most people I like to keep my CV…
The survivors of "retail hell" will be those that are prepared to change the way they think about customer experience Reports of the death of the high street may have…
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…
One retailer’s principled stand shows an intrinsic understanding of customer outcomes Aren’t orang-utans cute? Would you like one in your home? Well, now you can if you shop at Iceland,…
Make it easy for your stakeholders and your job will become easier too Selling sand to Saudis? Carrying coals to Newcastle? Or just trying to convince your senior stakeholders to…
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…