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The E2E customer experience and the burden on your internal customer

  The End-to-End (E2E) customer experience is paramount; however, achieving it is difficult. We demand organisations become everything for everyone thereby diluting the specific value propositions on offer. With information overload and the world speeding up asymptotically, something usually gives when having to consider everything from every perspective to meet the E2E objective. How do […]

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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 […]