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A Model for Transforming to a Customer-Led Business

Is there a recipe for transformation? Can a business genuinely transform itself to be customer-led? How do you get started? These were the questions addressed by Comotion associates at a recent breakfast discussion and whilst these questions are straightforward, some of the answers challenge accepted wisdom. The roadmap As consultants we are often in the […]

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Why Silos Damage Customer Experiences

Silos may be a great way to store grain, but can cause problems when silo mentality runs unchecked in a company.   Silos are not necessarily a bad thing; they often foster expertise in different areas and promote a sense of individuality, accountability and responsibility, as well as ensuring focus around specific business deliverables. These […]

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Forget structure – organise around the customer!

As a statement of intent, creating a Chief Customer Officer, Head of Customer Experience or similar role, helps organisations to switch from their traditional product/service orientation to one focused on customer value. But what organisational structure should go with the new role? A ‘full-fat’ CCO with a department of customer evangelists, or a more agile […]

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Comotion Presents: Scary CX Stories Part 2

Day 2, rage against the machine! In honour of the upcoming Halloween festivities, our team at Comotion will be sharing some of their own CX stories – some terrifyingly great, others rather petrifyingly awful. Our second part comes from Sofia Reimchen, who experienced first-hand what happens when you replace humans with machines at vital stages of […]

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Comotion Presents: Scary CX Stories Part 1

Day 1, now THAT’s a thriller! In honour of the upcoming Halloween festivities, our team at Comotion will be sharing some of their own CX stories – some terrifyingly great, others petrifyingly awful. Our first story comes from Nish Kotak, our great connector, and this one’s about a scarily good insurance experience: “I recently switched […]