Designing customer experiences that drive business success
Customer experience (CX) is found to be gaining further ground on the corporate agenda, but there is still much work to do, and many opportunities that still lie ahead.
Machine learning and social data are great help for brands to spot unmet consumer needs and boost customer experience.
Measuring customer effort in isolation is not enough. Organisations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.
Three focus areas for driving growth.
How to align brand promise and customer experience for business success
Exploring the demand for more immersive experiences as we move into a more digital world.
Got30 is a vodcast answering some of the questions we get asked by clients about Customer Experience and Channel Performance. We publish new videos every other week.
Delivering customer experience in the face of mask wearing.
Barriers and solutions to accelerate V-Comm adoption.
Lessons and challenges from the automotive industry.
The science of strong relationships in challenging times.