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…
Marketing complex products when you have low engagement rates is difficult. In this article we show how these types of challenges were tackled by an implementation of Odyssiant at RBS.…
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…
Having been a strong proponent of Agile and Agile-like methodologies for the past 20 years. I have not only seen the benefits that can be achieved by implementing Agile but…
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…
Can all content be centrally planned? Simple answer: yes. However, for many organisations the gap between how content is currently planned (i.e. within lots of separate teams) and planning content…
Liliana Petrova finds that the New York City subway's customer experience makes customer behaviour worse Brands with values inspire customers who interact with them. Nike encourages us to be brave and embrace…