You and a friend go out shopping and you both buy the same thing, only they pay less for it than you do. They don’t have a specific discount or loyalty card. But based on their profile, an AI has decided that you will buy at a higher price than your friend. How does that […]
Supporting your transformation
Our transformation framework provides an overall approach to help us walk with you on the journey as you move from product-led to becoming a true customer-led business.
Play the video to hear how we helped Southern Water start their journey.
Working with the world-renowned CX practitioner, Sean Risebrow, we have taken over 20 years of active customer experience knowledge and insight to develop our five step framework for delivering a customer-led transformation. This approach uses industry standard tools and techniques to remove the complications within complex organisations and build significant value. For details of how you could benefit from using this framework, please contact us.
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 […]
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 you […]