Tag Archives: customer experience

Client Stories: Creating the Best UK Customer Experience

Northern Gas Networks have made some huge improvements in services and performance, which have had a positive effect from the customers’ perspective, as well as regulatory measurements. This has res ... Read More »

Process excellence infographics

Process excellence is a way to produce successful customer outcomes. In a service economy, what you make is not the competitive differentiator, it is why your organisation exists, how you deliver your ... Read More »

Omni-Channel’s Influence on the Retail Sector

This is the second in a series of blogs concerning what I call the Omni-Channel Tsunami. The focus is on the impact of Omni-Channel in the retail sector, from far-reaching online commerce (“The Amaz ... Read More »

Riding the OmniChannel Tsunami

I was shocked to learn a few months ago that in the global population of 6.5 billion people more than 4 billion have mobile phones. Global consumers are not merely just increasing their use of mobile ... Read More »

Sledgehammer to crack a nut?

“Co-op looks to trolley mounted tablets to boost customer experience” Now don’t get me wrong, I’m all for using technology to improve customer experience or even anything else ... Read More »

Four Quick, Easy, Surefire Ways of Improving Customer Experience

MightyCall‘s Edmund Tee captured some of my comments from a recent advisory session and posted them as a blog. He did a great job of representing the issues we were discussing. His accuracy also ref ... Read More »

Designing and Improving the Customer Experience in Financial Service

In this white paper, we report on the results of a two-year research project that investigated how leading financial services (FS) organisations design and improve the customer experience. Our team of ... Read More »

Customer Experience: An Opportunity For Transformational Change?

Executive Summary Let’s start with a statement: “Boards are tasked with delivering shareholder value, by driving the bottom line” In the search for what is going to deliver this benefit, an area ... Read More »

Mapping the journey of Mapping the customer journey

If an organisation has customers, by definition it also has a customer experience whether it realises that or not. May as well make it the right one, then. To fix the problem, much faith is put ... Read More »

Utilities take another customer service bullet

December was another dire month for utility companies again after the recent publication of a Which? report outlining call waiting times for customer service versus sales lines. ... Read More »

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