Customer-centricity

WHITEPAPER: Top 10 considerations on how to flex your CX strategy to help your organisation through the Coronavirus crisis

WHITEPAPER: Top 10 considerations on how to flex your CX strategy to help your organisation through the Coronavirus crisis

The Coronavirus is radically impacting everybody’s life. Now more than ever, it is important to think about what your customers need, both functionally and emotionally. Then you need to flex your CX strategy accordingly and make it a key part of all crisis management actions.

Trust and Transparency - My highlights from chairing the Customer Engagement Summit 2019

Trust and Transparency - My highlights from chairing the Customer Engagement Summit 2019

This year I had the pleasure of chairing the Customer Engagement Summit, the largest customer experience event in Europe. Follow the link to read my Chair Report with the key highlights from two days spent with inspirational leaders and immersed in insightful presentations.

The future of CX in Retail - An interview

The future of CX in Retail - An interview

Do you know why your customers come into your store instead of shopping online? And do you design your stores to meet those needs and expectations, leveraging the right balance of immersive spaces and technology-enabled engagement solutions? Many retailers don’t, and that is why it is not surprising that many high street names are struggling.

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.