CX Transformation

I want it all and I want it now

I want it all and I want it now

Customers’ intolerance for suboptimal experiences is increasingly impacting companies’ profitability, because far too often their expectations for immediate, convenient and personalised service are not met. Why are organisations still pursuing tech-first transformation without due consideration for those deeper customer needs and expectations?

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.

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.

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?

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.