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...

The CEM Summit this year was one of the best events I have been to. It was an amazing opportunity to discuss pertinent industry issues. The level of...

It doesn’t matter which industry you’re in, if you have customers you need to provide a great customer experience. And make sure it’s what...

The Medical scheme industry has become exceptionally competitive, adding even more challenges to your plate. From streamlining the claims process,...

After a recent, very shocking, customer experience with a service provider, I had to ask myself, “who’s responsible for customer experience in this...

In today’s highly competitive market, more and more companies are using customer experience (CX) as a competitive differentiator. If you’re in the...

Insurance companies are facing greater challenges in a market characterised by product saturation, soft pricing and competitive premiums. The rise of...

Out with the old, in with the new. This is a central part of a customer experience driven approach to business. A business’ cannot change to a...

Customer experience has become a focal point for businesses worldwide, causing them to seek out the best ways to improve interactions with clients,...

The lifetime value of a customer is an important aspect for any company as it determines what a customer may be worth to you if you manage to hold on...

I have gained first-hand experience working within the insurance industry on their customer experience management and voice of the customer...

It’s been a while since we discussed the importance of addressing customer needs and requirements. Your customers not only want great products and...

I’m a firm believer that business leaders should be turning their focus to the customer journey. Many haven’t yet discovered the value of creating a...

Forget price and product wars, getting customer satisfaction right has become the key differentiator in today’s increasingly competitive market. It’s...

Customer experience management is about balancing the fluffy stuff with optimal operations. Focusing on delighting your customers means that customer...

Companies are talking about customer engagement and the concept is causing a stir in service-driven companies. But is customer engagement just a new...