Live from the X4 Experience Summit, London
Nick Bush and Kym Hamer spent a day at the Qualtrics X4 Experience Summit in London last week. Here they spend 5 minutes discussing what…
Tag: customer experience
Having reservations
Recently I went out to see a show with some friends of mine and we followed this up with drinks and dinner. We had a…
Are customers the source of happy ever after?
Finland, it seems, is the happiest place on earth. Yes, the Finns have topped the charts this year in the UN’s latest World Happiness Report…
Why you need culture not call centre training for customer-centric CX
You have some serious work to do before your customers experience your CX vision. First, you need to educate your organization on the core principles…
Charles Bennett interviews Lynn Hunsaker on creating alignment for CX success
Charles Bennett talks to ClearAction Continuum founder Lynn Hunsaker, a discussion which starts with a recognition that the majority of customer experience transformation efforts have…
The death of high street retail? Bring it on!
The survivors of “retail hell” will be those that are prepared to change the way they think about customer experience Reports of the death of…
Subway CX kills chivalry in NYC
Liliana Petrova finds that the New York City subway’s customer experience makes customer behaviour worse Brands with values inspire customers who interact with them. Nike encourages us…
Whose clock are you on?
Customer journey designs ignore the customer clock at their peril Unless you’re afflicted by a particular neurosis you probably don’t spend every minute of the…
Making purpose part of customer experience
One retailer’s principled stand shows an intrinsic understanding of customer outcomes Aren’t orang-utans cute? Would you like one in your home? Well, now you can…
Are you making CX too much of a hard sell?
Make it easy for your stakeholders and your job will become easier too Selling sand to Saudis? Carrying coals to Newcastle? Or just trying to…