5 Fixes for ‘Broken’ Market Research Model (5min) New data shows less than one third of clients commissioning market research are satisfied with the recommended business actions. This article shares some useful …
CX Insight – Rediscover the Power of Customer Journey Mapping
What a great start to the morning! Over 120 CX enthusiasts showed up for Qualtrics’ Friday CX breakfast conversation in Sydney. Presented by yours truly, the topic, ‘Customer Journey Mapping …
Customer Experience News 92: Journey Mapping, Employee Engagement, Starbucks & CX Tech
This week we journeyed south for our Customer Journey Mapping Workshop in Melbourne. Thanks to everyone who attended; there was a great energy in the room with lots of interaction, questions and contributions …
Customer Experience News 91: Users not Buyers, Customer Engagement & Data and Loyalty
This week we rolled up our sleeves & mastered Customer Journey Mapping in Sydney. Thanks to everyone for 100% energy; loved the enthusiasm & your trust in the process. Some photos from …
Marketing Mag Opinion Piece: Customer-Centric Innovation is the New Black
First published in Marketing Mag: https://goo.gl/myWhXT Companies are under increasing pressure to continuously innovate, with smart brands realising that traditional methods of innovation don’t always reflect customers’ needs. It is the …
CMO Australia Opinion Piece: Is your Voice of Customer program disruptive enough?
Experts discuss how a successful VoC program can significantly improve customer experience and drive business value. First published in CMO: http://goo.gl/yqB8p2 Extract: “Customer experience is a whole-of-business approach, and cultural engagement …
Closing the Customer Experience Gap
Most Australian’s use a smart phone now, in fact 78% of us do, and reflecting on our own habits the device is very much part of our everyday lives – …