Category Archives: Strategy

The 15 Business Dynamics Shaping Customer Experience in 2017

It’s that time of the year again, the most wonderful time as the song goes, certainly the most wonderful time of the year for analyst predictions. Forrester recently published a list of 15 business dynamics that are shaping the future … Continue reading

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Does A Brand’s Corporate Structure Affect Customer Experience?

Over the past few years I have become more convinced than ever that corporate structures need to radically change. This is entirely driven by the change in the way that customers learn about products and then engage with brands – … Continue reading

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Delivery Disasters Cause 73% of Customers To Shop Elsewhere

The Institute of Customer Service (ICS) estimates that during the last Christmas period in the UK over 16 million customers suffered delivery delays with items they had ordered and this was directly responsible for 73% of them avoiding the retailer that … Continue reading

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Does A Brand’s Corporate Structure Affect Customer Experience?

Over the past few years I have become more convinced than ever that corporate structures need to radically change. This is entirely driven by the change in the way that customers learn about products and then engage with brands – … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Social Media, Strategy | Tagged , , , , , , , | Leave a comment

The 15 Business Dynamics Shaping Customer Experience in 2017

It’s that time of the year again, the most wonderful time as the song goes, certainly the most wonderful time of the year for analyst predictions. Forrester recently published a list of 15 business dynamics that are shaping the future … Continue reading

Posted in Current Affairs, Customer Service, Innovation, Strategy | Tagged , , , , , , | Leave a comment

Guyana: Delivering CX Expertise From South America

I saw Prince Harry featured on the BBC this week because his extensive Caribbean tour took him to Guyana. This South American nation is bordered by Venezuela, Brazil, and Suriname, yet in terms of culture and language it is distinctly … Continue reading

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UK CX Is Improving, But Forrester Still Says No Brand Is Excellent

This week saw London hosting the annual Forrester Research CX Europe event soon after they released their new UK CX Index data earlier this month. Scores for six out of the eight industries surveyed in the UK have improved their … Continue reading

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