Techno-cocktails of the senses

Techno-cocktails of the senses

Increasingly organisations aim to engage their customers and users at a deeper level, by tapping into their emotions and stimulating their senses. Innovative technologies are increasingly helping with this by creating sensorial stimuli to enrich the experience and influence the mind.

Take a chance on poor customer experience? Mamma Mia, no!

Take a chance on poor customer experience? Mamma Mia, no!

In the midst of the ‘Experience Economy’, where Customer Experience is the key driver of lasting customer relationships and loyalty, many organisations still leave things to chance. Instead, a clear customer strategy is essential to design and deliver coherent, meaningful and differentiated CX

Reclaiming your time at the time of a claim

Reclaiming your time at the time of a claim

Claims are a key moment in the insurance journey and key to customer retention. However, the customer experience is often a chronicle of frustrations and bad endings. How can insurers leverage technology and automation to improve the claims journey and drive loyalty and business value?

Customer strategy: The missing link

Customer strategy: The missing link

Do you have a clear Customer Strategy to shape the focus of your CX programme and supercharge its delivery and impact? The reality is that not only many organisations overlook this aspect of the CX programme, but many do not have the right skills and tools to design a successful and brand-aligned Customer Strategy.

You're hot and you're cold

You're hot and you're cold

Many studies show that customers’ behaviours and decisions are greatly influenced by emotions. However, most organisations are not clear about what their customers’ emotional motivators are and therefore ignore opportunities for strengthening customer engagement.

Once upon a time, design was for kids

Once upon a time, design was for kids

Businesses increasingly use the word ‘design’ as the solution to many problems. However, many still adopt traditional process design techniques, which are not able to bring the right customer focus or lead to innovative solutions.

Emotions are loud but nobody listens

Emotions are loud but nobody listens

People's decisions and behaviours are driven by emotions, but most Voice of the Customer programmes focus only on the transactional aspects of the customer journey, without trying to understand how the customer felt

This year I will get fit!

This year I will get fit!

A healthy CX is essential to build the organisational fitness required to compete successfully in a challenging environment. Most organisations set out some CX objectives and targets at the beginning of each financial year, but how many of these organisations keep the right focus and resources behind them?

Like a Knight at King Arthur's Round Table

Like a Knight at King Arthur's Round Table

Who should be accountable for the customer experience and where should this sit within the organisational structure? This is still a question many organisations are debating. While there is no one-size-fits-all answer, this will have a radical impact on how the organisation approaches CX management.

I want a Bot and I want it now

I want a Bot and I want it now

There is currently a clear trend in Customer Experience circles. It seems it has become almost impossible to attend a CX event without hearing people talking about Artificial Intelligence (AI) and chatbots. Yet, is AI still only the fancy gadget in fashion, or is it the solution to a real customer and organisational need?

Too many casualties on the CX battlefield

Too many casualties on the CX battlefield

Why do so many CX initiatives fail to achieve competitive differentiation or quantifiable business benefits? My experience tells me that these casualties are due to a combination of poor strategy and bad execution, coupled with many execs still only paying lip service to CX.