How do Customer Experience leaders see the role of data? What common cause could Insight leaders have with their CX peers’ data needs? To help us answer that question, I’m delighted to welcome back guest blogger & friend of CustomerInsightLeader, Annette Franz. Here’s her perspective from a career spent shaping better customer experiences: What is […]
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A book review of “Outside In” by H Manning & K Bodine. Explaining the benefits of this book and how insight/CX leaders can redesign customer experiences.
Sharing a conversation on insurance customers’ experience, I’m delighted to welcome back Paul Carroll. Paul is CEO of Insurance Thought Leadership & in this guest post shares an insightful conversation that came out of one of his webinars. Over to Paul… I want to share what I found to be some keen insights from a […]
Inspired by “Miracle on 34th Street”, guest blogger Amy Scott says recommend a competitor. Read how this can build trust with your customers.
CX author Annette Franz shares why you should humanise your automation to ensure positive customer & employee experiences, not just processes.
Join up your listening to your customers (VoC) and listening to your employees (VoE) programmes, to really drive Trust argues Peter Lavers.
Explaining why your Customer Insight or Analytics team needs a purpose, sharing 3 popular themes for such a purpose & how you can get started.
A call for customer-centric leadership, those who put the building of a customer-centric ecosystem before their own egosystem, by Ian Golding.
Do you have to cancel planned Customer Journey Mapping workshops due to lockdown? Can you run such a workshop online? Annette Franz shows us how.
Are you preparing for a digital human customer in your business? CX expert, Peter Lavers, shares research from SAS on how CX needs to adapt to digitisation.