The first quarter of the year is a great time to engage with your employees to get a sense how motivated they are and of their connection to your...

For many, creating customer experience is not as simple as delivering great service to the end customer making a purchase. Today's interconnected and...

There are few Christmas stories more iconic than Dr Seuss's "The Grinch who stole Christmas" that was first published in 1957. The story written in...

The story goes that Santa employs a large workforce of elves, who spend the majority of the year in production lines building all sorts of toys. As...

Customer experience is undoubtedly invaluable for any brand wanting to stand out from its competitors, but great customer experience is not...

For many years, CX and Customer Feedback has found a firm place within the B2C environment, with many B2B organisations eschewing formalised feedback...

Bob has a product

Competition is rife in the automotive industry. Vehicle functionality and price within various vehicle classes are ubiquitous, leaving customers...

A constricting economy. Consumer spending under pressure. Recession. Pandemic. Unemployment. Liquidation. These phrases that have become part of our...

We live in a world of turmoil. Periodically, unpredictable and unprecedented events shake the very core of our lives. These times require keeping a...

Over the past decade, most organisations seeking a competitive edge have implemented Customer Experience (CX) strategies to some extent. The...

Globally, organisations are recognising the importance of collecting and understanding customer feedback and are consequently investing in Voice of...

  For many customers, the financial industry is one fraught with terms and conditions, confusing products and fee structures that are unclear. In an...

According to a study by Deloitte, global spending on healthcare will increase at an annual rate of more than 4% for the next two years, reaching a...

It's a New Year, and many people use this time of year to set new goals for themselves. New Year's resolutions have become somewhat of a tradition;...

It is inarguable that customer experience and listening to the Voice of the Customer is essential. Customers are more likely to rebuy and remain...

As the weather warms into Spring, many are gripped by a feeling of renewal and the urge to declutter and tidy. There is, in fact, a biological reason...

There is no doubt that George RR Martin and HBO have created a phenomenon. Never has a television series final season been so hotly debated,...

Metricising customer service for successful CX  

Millennials are fast becoming the largest market demographic in the economy, outstripping previous generations not only in size but in spending...