Conference Keynote – Customer Experience Insight: Working Around Fragmented and Siloed Decision-Making Today, organisations don’t lack customer data, nor do they lack AI technology to visualise and analyse data into …
Leading with Empathy: Safety is the New Customer and Employee Value
This article was first published in mycustomer.com COVID-19 has brought upon us frenetic change. Around the world, people have bunkered down. Our homes are now isolated and have become digital …
Decision Making with Customer Empathy
“The biggest deficit that we have in our society and in the world right now is an empathy deficit. We are in great need of people being able to stand …
Customer-Centric #GrowthHack: 5 Essential Qualities of a Customer-Centric Leader
Whilst it would seem that leading a customer experience transformation is a rock star role, the reality is that it’s anything but; with some practitioners managing dual roles simultaneously until …