Tag Archives: CX

The 15 Business Dynamics Shaping Customer Experience in 2017

Posted on January 5, 2017 by Matt Sims

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?

Posted on January 3, 2017 by Matt Sims

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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The Guardian ‘worst customer service awards’ 2016

Posted on December 30, 2016 by Matt Sims

The Guardian has published their awards for the worst customer service examples in 2016. As you might expect, it’s a sorry list indeed, populated with inexplicably poor treatment of customers from some of the biggest brands in the UK. However, … Continue reading →

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Does A Brand’s Corporate Structure Affect Customer Experience?

Posted on December 27, 2016 by Matt Sims

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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The 15 Business Dynamics Shaping Customer Experience in 2017

Posted on December 23, 2016 by Matt Sims

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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Guyana: Delivering CX Expertise From South America

Posted on December 5, 2016 by Matt Sims

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

Posted on November 17, 2016 by Matt Sims

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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Webinar: Customer Service – Staying One Step Ahead

Posted on November 8, 2016 by Matt Sims

On Wednesday this week I’ll be participating in a Webinar focused on how customer service is changing and how companies with expertise in delivering a great customer experience (CX) are developing a new role as partners to their clients. The … Continue reading →

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Webinar: Customer Service – No Longer Just A Commodity

Posted on November 7, 2016 by Matt Sims

On Wednesday this week I’ll be participating in a Webinar focused on how customer service is changing and how companies with expertise in delivering a great customer experience (CX) are developing a new role as partners to their clients. The … Continue reading →

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How Virtual Reality Could Improve the Customer Experience

Posted on October 3, 2016 by richardnichollstp1

I wrote recently about the opportunities for Virtual Reality (VR) in retail banking, in particular how branch closures could be mitigated by the use of VR systems that improve on online banking by introducing an element of human service. It … Continue reading →

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