Top 10 Take-aways from the CCO Forum
What we learnt at the Chief Customer Officer Forum The Chief Customer Officer Forum is an “invitation-only un- conference” that we have...
The Unexpected Impacts of Digital, Bots and Chatbots
The predictable but unexpected impact of digital, bots and chat bots Digital channels have grown exponentially in the last fifteen...
Three Principles of Customer Design
We are constantly amazed… When we thought up this cartoon about “risk “being let loose on customer journeys, we took the idea to extremes...
Myth Buster Coaching
Four Pillars of Effective Coaching Are you really coaching? Coaching is very widely written about in the business world because of its...
The Five Myths of Omni Channel
Omni Channel – Harder than it sounds Many companies are talking up their Omni-channel strategies and capability. It is certainly getting...
Myth: Customer experience improvement is all about feedback surveys
Feedback Frenzy Everyone seems to be jumping on the feedback band wagon. As customers we are often asked what we thought of that last...