Got30 is a vodcast answering some of the questions we get asked by clients about Customer Experience and Channel Performance.
This paper is recommended reading, by our Mystery Shopping experts, for any organisation – regulators and the regulated – interested in ensuring that frontline staff are adhering to regulatory standards and are treating customers fairly.
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.
Optimising the eCommerce Experience
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.
Finding the right customer experience KPI for your business
A series of roundtable discussions with CX practitioners and experts who work in B2B.
Delivering customer experience in the face of mask wearing.
The science of strong relationships.
Delivering a Return on Customer Experience Investment: ROCXI.
Quantifying the connection between quality and loyalty in automotive purchase.
