Marketforce asked me to think about how a company should align its customer experience to your corporate goals so suggested the following article:
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.
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.