CX Programs Are Big Hat And No Cattle (3min) The headline of this good read published in Forbes caught our eye. It aptly sums up the state of VoC. Whilst …
Customer Experience News 201: The Future of Customer Personalisation, Using Your CX Toolkit in Agile and Retail Nightmare Before Christmas
Facing the Future of Customer Personalisation (5min) The promise of ‘customer journey orchestration’ is real-time, cross-channel engagement that delivers highly relevant experiences at optimal points in the path-to-purchase. Early adopter …
Customer Experience News 105: #GrowthHack, Zappos, Personalisation & Empathy
#GrowthHack: Are you a CX Champion or CX Enabler? (1-2min) This week Alex Allwood writes about the challenges faced by CX program leads as they transition from championing the work, to …
Customer Experience News 82: Carnival, Personalisation, Journey Maps and CX Quotes
Carnival Does a Disney (5-6min) Carnival has taken a lead from Disney’s MagicBand technology and introduced wearable tech to its 3,500 passenger cruise ship Regal Princess. In this article for Fast …