It’s simple to analyse Customer Experience (CX) trends. The analysts and commentators create lists of trends at the end of each year and then guides to what is coming next January. What is not so easy is being a multi-function CEO with a clear understanding of which of these trends should be harnessed to support…
Great Customer Experiences Begin With Engaged Employees
Is a good customer experience (CX) only a case of ensuring external customers have a great experience? What about the internal customer, the employee? Companies ensure engaged customers, why don’t they ensure engaged employees? The employee experience tends to lag behind the customer experience because companies tend to disregard the employee as a core driver…
‘Customer excellence is here: it’s just not very evenly distributed yet’
‘Customer Excellence is here: it’s just not evenly distributed yet’. A fantastic quote that I wish I could claim was mine! Whilst it is not, I can recognise a particularly relevant and accurate quote when I see one. The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK.
