Mapping the Buying Journey
A few weeks ago, I treated myself with a pair of Bose SoundSport Free wireless headphones. They’re brilliant. I love them. But even though they have been available for some time…
Creating a customer first legacy
Christian Dior's customer-led approach created a poweful legacy Visiting the DIOR: Designer of Dreams exhibition in London this month I was stunned by room after room of glorious couture. But…
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 of customer experience. If the…
Will customer experience survive Brexit?
The UK’s Brexit crisis means more investment in CX not less I write this article from a country under siege. For months the UK has been in the grip of…
Good news for Blue Monday: the High Street’s not dead – yet
(2 minute read) Customer-centricity is the way forward It’s that time of year when we have a succession of variously-coloured days: Black Friday pre-Christmas and Blue Monday today, allegedly the…
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 the high street may have…
Can all content be centrally planned?
Can all content be centrally planned? Simple answer: yes. However, for many organisations the gap between how content is currently planned (i.e. within lots of separate teams) and planning content…
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 to be brave and embrace…
The biggest challenge? Setting up AI for marketing
AI offers great potential for managing customer journeys As marketers begin to seek practical applications of AI, they are encountering the first challenges. However, the biggest challenge of all is…
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 day counting down the time…