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 […]
Who have we helped?
In this post, we examine the relationship between customer experience and brand. Which is better at driving customer engagement and where might the Chief Customer Officer fit in to all this? In a recent article in The Drum, Joe Heapy, a co-founder of Service Design Consultancy Engine, argued that customer experience is now starting to […]
What I learned at a CX Insurance Conference I recently attended the CX Insurance conference in London – excellently hosted by Kim Palfrey and the team at IQPC. From a customer experience (CX) perspective, this sector has always fascinated me in terms of what it could potentially become. So we spent an afternoon putting together […]