Customer Centricity and CX Design

By using human insight together with technology companies can define an Operational Satisfaction score (Op-SAT). Such a metric enables...

Customer experience (CX) is a complex mix of what customers think-feel and do. So, when it comes to managing CX, which metrics should we...

Alongside deciding who the customer is and how to develop their personas, another key question for CX professionals is: which customer...

Customer experience management (CXM) is a highly confused affair. However, you can cut through the nonsense if your remain laser focused...

Sensemaker is an approach to the collation of customer and employee/ stakeholder survey data via narrative (free text). The basic...

Repurposed from: https://www.mycustomer.com/experience/engagement/the-five-myths-about-emotion-and-their-implications-for-cx-professional...

Customer experience is 'the experience the customer has' no more no less: it always deals in the subjective world of the customer and its...

As a default Agile framework Cynefin is an ideal and well-respected approach (source: Dave Snowden and Cognitive Edge) that helps in the...

Building a more customer centric organisation requires CX professionals to ditch the top down talk and focus more on the application of...

Digital transformation or any tech change for that matter needs to embed within its governance and compliance processes a customer...

How to define customer experience and what to do about it

Companies are failing in their CX endeavours as they go for the big play. This is wrong. The most successful companies aim to build...

Relational intelligence refers to a set of technologies and methodologies that build conversational logic into your digital and offline...

Journey Maps are design tools, period. They must therefore be treated as a means by which we achieve new experience designs and input...

Customer experience is the experience the customer has. It is not about summing all touchpoints. Context is king and building sensitivity...

Co-creation platforms are critical to customer experience management. How we interface between stakeholders is enabled by these...