Customer Innovation

C minus for CX?

Post author:Charles Bennett
Post published:June 21, 2020
Post category:Article Customer Innovation

Isn’t it time Customer Experience figured more in schools? Imagine for a moment that you are back in your teens and you are considering what you are going to do…

The Case for Customer Experience V2.0

Post author:Charles Bennett
Post published:June 20, 2020
Post category:Article Customer Experience Customer Innovation

It's time for an upgrade I have sat in an increasing number of meetings in the last months where business heads have asked the same question: “don’t you think that…

When statistics hide the truth about customer complaints

Post author:Nick Bush
Post published:June 11, 2020
Post category:Customer Innovation

Ofgem’s complaints report shows the problem – and the opportunities The trouble with being a customer experience-obsessive is that as soon as you hear an item on the news about…

Is your customer retention approach all wrong?

Post author:Charles Bennett
Post published:June 10, 2020
Post category:Customer Innovation

You might want to re-think your customer retention strategy If your customer attrition rate is higher than your competitors or if a well-meaning executive has decided to reduce the percentage…

AI: are you being duped by Google’s Duplex?

Post author:Nick Bush
Post published:June 6, 2020
Post category:Article Customer Experience Customer Innovation

Getting a realistic view on the rise of the machines means being aware of the hype cycle Film buffs will know that this year marks the 50th anniversary of Stanley…

Forget Best Practice – it won’t get you anywhere

Post author:Charles Bennett
Post published:June 5, 2020
Post category:Customer Innovation Top Picks

Gaining a competitive edge requires you to go beyond accepted norms One of the values that I have always believed to be critical to customer experience is “the competitive edge”.…

“Most Lean service programmes don’t deliver much value to the customer”

Post author:Charles Bennett
Post published:May 29, 2020
Post category:Article Customer Experience Customer Innovation

Examining the evidence shows that Lean has a way to go to enable customer-centricity I once made this statement to a group of Lean Six Sigma Master Black Belts. I…

By Kamyar Adl via Wikimedia Commons

Want to get results? Stop being results-driven!

Post author:Nick Bush
Post published:May 28, 2020
Post category:Article Customer Experience Customer Innovation Leadership

Remove the obvious and focus on the meaningful Look through any selection of LinkedIn profiles and you’ll find the usual array of chest-beating descriptions of people’s skills and attributes. I’m…

10 Stats Linking Employee Experience with Customer Experience

Post author:Guest Contributor
Post published:May 22, 2020
Post category:Customer Innovation

Great employee experience drives great customer experience I ran across an infographic in a Forbes article recently, exploring the 10 stats linking employee experience to customer experience. It really is…

Changing the mindset, one outcome at a time

Post author:Charles Bennett
Post published:May 17, 2020
Post category:Customer Innovation

Customer Outcome Management will fundamentally change the approach you take - to everything. In my earlier article, I introduced the concept of outcome-based thinking. It’s best illustrated by an example…