Customer-led business success is tough.
82% fail or seriously underperform.
31% fail to modify or align to customer journeys.
Employee buy in
31% do not buy into customer centric change despite evidence.
Misaligned to customer
30% report lack of alignment of change to customer.
Our mission is to tackle the state of CX.
Thinking and Techniques
Are you focusing on best practice or investing in next?
Is the CEO responsible for CX or is it part of traditional organisation structure?
Is everything you do aligned to the customer or does service excellence still prevail?
Are you investing more in education per capita than your competition?
Do you know the ROI for CX education? Why not?
Our Next Practice philosophy
Our Next Practice philosophy lies at the heart of our approach allowing us to draw on latest-generation methods and provocative thinking to push the boundaries of what’s possible for our members.
- Outcome exploration: A powerful process of eliciting customer wants and needs that uncovers new opportunities often beyond what traditional approaches deliver.
- Competitive edge-making: Sharpening your competitive edge by deriving and prioritising the outcomes that are relevant and critical for your customer.
- Experience evolution: Creating a culture where empowered individuals and teams are the champions of customer-led experiences and outcomes.
From facilitated groups and community conversations through to small workshops and large conferences, we show you the tools and techniques to grow sales and returns by bringing customers to the heart of your business.