Somewhere this week I read or heard someone relay the proverb, ‘To go fast, go alone. To go far, go together.’ Its relevance might be lost on some however, for …
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 …
With Amazon’s Imminent Arrival Are You Customer Experience Ready?
There’s a lot of talk about Amazon decimating Australian retail with their seamless customer experiences and customer-led innovations. In this customer-centric #growthhack we explore leveraging customer insight for real competitive …
Customer Experience News 72: Forrester CX Index, Tom Kelly on Innovation, Amazon Reviews and Journey Mapping Workshops
Forrester Points to Emotion Before Execution (3-4min) According to CX expert Jeanne Bliss, the key takeaway from Forrester’s recently released US 2017 Customer Experience Index, is successful CX brands focus …
Customer Experience – The New Black in Value Creation
Customer experience translates into the continual relationship, at every touchpoint, between a brand and the customer. The textbook definition describes customer experience as, ‘the sum of all customer/brand interactions’. With …