4 Steps to Calculating the ROI on Customer Experience Intelligence
Harvard Business Review estimates it costs up to 25 times more to acquire a new customer than to keep an existing one. And NewVoiceMedia...
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How do you overcome organisational inertia and deliver great CX to maintain category leadership?
We have been hit by monumental organisational changes in these last few months as customer needs and expectations have shifted...
Customer Experience Strategy Playbook for 2022
As we enter 2022 the spotlight is on the value of customer care, which ultimately raises the importance of customer journeys and...
Change management must ensure human experience becomes a culture organization-wide
Change management Whilst there is an element of human experience that is being pushed in organisations, it does not permeate the entire...
Maybe you are already “doing” CX
Surveys have been around for a long time. But if an organization simply surveys its Customers and calls it a day, it’s not really doing...
Say yes, even if it scares you to undertake a monumental task
If you can have patience, humility, some degree of fearlessness but also some degree of fear (both very helpful), present yourself to...
Own your stuff, it helps you identify the next course of action
As counter-intuitive as it seems, failures most certainly lead to the next version of ourselves that is stronger, smarter, intuitively...
Because it's important... thank you!
I sit here trapped in my COVID cave more connected to people and things and yet more isolated and alone than ever. I imagine a lot of...
Career Trajectory... How it works vs. how people think they want it to work
Raise your hand if your company doesn't have a career development program and yet you have managed to develop your career over the years....
Perspectives are important...Keep Sharing
The way people operate businesses are so unique that even if they've worked in the same industry as one another for dozens of years that...
The myth of the perfect leader
Don't put your leader on a pedestal, instead put them in a place of high expectations with enough space for imperfection. Expect strong,...
We are not widgets, and great customer service is knowing when to tell you it's not ready yet
We do our best as Consumer Reporting Agencies to be sure the information we provide is accurate and complete, and in the face of probably...
CX strategy must be designed at the board level
CX strategy should be conceptualized at the board level and implemented enterprise-wide. This helps organisations ensure their CX...
Is AI for everything and everywhere the utopian solution?
Whilst AI will play a huge role in customer experience in the future, the best brands will find ways to balance technology with human...
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