The future of travel we deserve
This week on the CES 2020 main stage Delta’s CEO Ed Bastian presented a vision about the future of travel that “might happen in just a few years.” Many of us have been working…
Why I don’t love chat-bots
Today, we tackle the value proposition that chatbots are more valuable to companies than customers. I reject this. The ROI simply is not there, especially since better customer experience is…
CX skills builder: How to articulate your CX value & secure your budget
In CX SKILLS BUILDER: OWN THE CUSTOMER EXPERIENCE we urged you to find CX problems and fix them instead of diagnosing and mapping them. That is the right strategy when you…
RoI from CX: it’s (not) the numbers, stupid!
The process by which you get them is just as important Are you frustrated at the lack of attention from senior management for your customer experience improvement programmes? Do you…
Photo by Vasily Koloda on Unsplash
CX: please can we have some excitement?
Imagine for a minute you are tasked with improving customer experience in your company. What would you try to achieve? You know you need to achieve demonstrable results and you…