I recently spent the day at the Marketforce 20:20 CX Summit in London listening to someexcellent speakers debate the state of the nation in the world of Customer Experience (CX). It has been a while since I attended a conference and so I was interested to see how the discipline had progressed.
If you’ve ever felt like a company really ‘took advantage of you, knew what you needed and squeezed you for every penny’ then you might be interested to hear about this story I recently came across.
Paul Allen Of Comotion On Building Customer-Led Businesses This is a quote from Paul Allen of the London-based consulting agency Comotion when asked about what they do and why Comotion exists. The name Comotion cames from putting the words “commerce” and “emotion” together – a useful simile of what Comotion does and a good representation […]
It is hard enough getting initiatives delivered in business without have to deal with people constantly telling you about all the things that might go wrong, or about why your initiative won’t work. Ignore these people at your peril. Larger organisations are particularly prone to “groupthink” because of hierarchical management structures. Employees are usually expected […]
Most organisations that are outsourcing use the contract to manage regulatory and other risks. They place obligations on their suppliers to ensure that regulatory obligations are met, usually in the form of a set of policies that have to be adhered to.
Ron Baker’s article on Earning his Mouse Ears Part I (you can read Part II and Part III here) gives a fascinating insight into his experiences of attending the Disney University.
One of Forrester’s analysts, Kerry Bodine, recently wrote an excellent article on howService Design relates to CX and UX.
Rob Millar, Director at Transform UK, talks to Manchester Business School about the lessons he's learnt in business.