Redefining CX Excellence In a year dominated by talk of AI-driven digitisation, Specsavers’ rise to the top of KPMG’s Customer Experience Excellence (CEE) rankings tells a refreshingly different story. Their …
AI ‘Plan and Buy’ Customer Journey: Checkout Lands in Chat
Customers will shift from searching for products to describing their needs AI shopping is still very early, patchy and far from seamless. But the direction of the future customer experience …
Why Customer Journey Mapping Fails Without Rigour
The Problem Most organisations approach customer journey mapping from the inside out. The exercise is typically led by internal stakeholders: marketing, operations or service delivery, who describe what they believe …
Evidence Before Action: Why ‘As-Is’ Customer Journey Mapping is Critical
There’s an emerging narrative in customer experience that journey management gets easier when you “map less.” The idea is seductive, especially when a CX solution involves fewer journey steps, fewer …
AI-Powered CX Insights: For Leaders the Message is Proceed with Caution and Care.
AI-powered CX insights promise speed, scale and innovation. Yet when we tested these claims in practice, the reality contradicted the hype: fast outputs, yes — but with major risks to …
Launching Customer Journey Intelligence
This week marks the launch of my new consulting service: Qualitative Research-Driven Customer Journey Intelligence — supported by the rollout of my newly branded website. The consulting service helps organisations …
CommBank’s AI Backflip: Lessons for Customer Experience Leaders
News in CX: CommBank’s AI Backflip In the past 24 hours, the Commonwealth Bank of Australia (CBA) has dominated national headlines. Its attempted shift to AI-driven call centres — and …
Customer Retention Strategy – Metrics First
In developing a customer retention strategy leading companies use a combination of metrics to measure customer retention – metrics first then the retention strategy. Customer retention is a critical metric …
Discover Why Customer Experience is Important for Business Growth
Here are 10 reasons why customer experience excellence is important for business growth and positive outcomes such as higher customer loyalty, repeat business and customer growth. Business Growth and Revenue …
How to Map a B2B Customer Journey
The best practice for mapping a B2B (business-to-business) digital and physical customer journey (or client journey) is to break the journey mapping process into three stages: Stage 1: Voice of the …