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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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My musings on learning proper CX

I’ve been working for a global high street bank for the last 18 years and recently had the opportunity to second at 7 organisations across a variety of sectors. It’s been an incredibly eye-opening experience and enabled me to better understand these organisations. My key objective on this excursion away from my normal business line were to understand how these new organisations deliver exceptional customer […]

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Structuring a team to be customer-led

There’s been a lot of talk about businesses becoming ‘customer centric’ lately. I’ve just returned to the UK after spending the last 6 years living and working in the US where this has been especially clear. America – the land of the free and fancy, customer-related titles. Aside from these accolades, what does clearly putting the […]

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Culture In Transformation

“Culture is the beating heart of any successful transformation”  In January Comotion held one of its series of breakfast briefings. The speaker on this occasion was Darren Johnson. Darren joined Reed Exhibitions as the Managing Director of B2B in 2014 and has recently been promoted to CEO of Reed UK. He found a company that needed a significant […]

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Meet Up: Making the NHS customer focused & The Big Idea is dead

Tuesday is my least favourite day of the week. It’s far from the memories of the weekend gone and detached from any notion of a weekend ahead. Tuesday evening, however, is another beast entirely. Our most recent Tuesday evening informs this article as we hosted our first Comotion Meet Up at the Glassblower in Piccadilly, […]

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What is your value proposition?

When I’m working with a new client this is the first question I like to ask: What is your value proposition? The best responses are concise and answer 3 additional questions: Who is your customer? What is their problem? What is being exchanged? It is amazing to see that flash of terror running across their […]

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Can your organisation play the Digital Transformation game?

Ultimately for Digital Transformation to be successful within your organisation you must firstly have the capability to develop a good strategy and, secondly, have the skills to execute it. With Harvard Business School quoting only 8% of business leaders are ‘very effective’ at strategy development and execution together (and 63% rated as either neutral or […]

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Why Is USAA The World’s Most Successful Customer-Led Organisation?

The Radial Organization Different types of business models have over the past been brought forward and adopted by companies as they work towards customer acquisition and retention. Some of these have proved aggressive and worthwhile while others deviated from this and ended up scaring customers away. Over time, however, one specific method seems to constantly […]

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What is the role of the Customer Success Director?

CONTENT: Customer Success Director is apparently the fastest growing job title on Linked-In. But what exactly is Customer Success, and how is it different to Customer Experience? I recently caught up with Dan Steinman from Gainsight who is running Pulse, Europe’s largest Customer Success conference in London on the 28-29 November.  So what is Customer Success and why […]

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Managing Change and Innovation in the Government Digital Service

A few insights   The theme of our latest associate breakfast was: – ‘Delivering product & proposition innovation in organisations’ We asked one of our associates, Clare McKitrick to share some of the things she learnt from doing just that at the Government Digital Service. Comotion has created a process to help organisations deliver innovation […]

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Was Tesla hiring actors to sell their state-of-the-art, zero-emission luxury cars?

There was a rumour going around the internet recently that Tesla was hiring actors to sell their state-of-the-art, zero-emission luxury cars. It’s not true. In fact that would be a bit tame for a company that has literally ripped up the rulebook when it comes to selling cars. “We do not hire actors to tell […]

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Promises, Promises

Branding, marketing & sales are all about the promises you make but customer experience is about the promises you keep. The way a company reflects its culture is in their value proposition. In the past marketing could make a lot of claims some of which really didn’t hold water. But now in a world of […]

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The Talecco CCO report 2017

Comotion’s sister company Talecco conducted in depth research into the current state of the market for CCOs. This report gives the results. Download Report It covers: What creates the need for a CCO? Customer focus and customer-led leadership are increasingly hot topics and indicators of commercial success To become customer-led requires a shift in the DNA of a […]

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Don’t confuse the customer issue

What does it mean in practice for the “non-customer-facing” parts of your business to be customer-led? To get to that answer, you first have to take yourself through some potentially difficult re-education. Here’s my two-step guide. Step One. It sounds lovely to think of your internal users and departments as “customers” of the back-office teams […]

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Culture change and its challenges

Recently I attended a Comotion breakfast where their framework for building  a culture of innovation was discussed. It led me to thinking about culture change.   It is one of those phrases which could easily pop up in Lucy Kellaway’s column on business jargon in the FT.  Whether it’s the famous, although apparently incorrectly appropriated, Drucker […]