Posts tagged cx
From CX Initiative to CX Transformation – how one company embraced customer centricity

Sometimes, change and customer experience optimisation is about baby steps. Sometimes, small steps can result in bigger leaps, or compounded marginal gains. For some organisations, this is a more realistic and successful approach than the implementation of a big CX transformation programme with a well-constructed business case, where the results may be similar in the end. 

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In this day and age, is it unreasonable to expect companies to have an appropriate response for age old customer experience problems?

The airline industry is a highly competitive one. Technology, hand in hand with a human touch, will deliver better experiences for customers.  The challenge is in the alignment of the culture, processes, systems and capability of the organisation, with the needs of customers in a way that employees are empowered and engaged to deliver. That goes for at any point in their customer experience, but is even more of a priority in times or disruption.

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How to get your business leaders to believe in customer experience

Any successful customer experience strategy is really about nailing what your customers want in a way that both your leadership love and your people can deliver. Without the genuine support of the leadership team across the organisation, it becomes very difficult to really change what the business promises its customers and how its people deliver (or don’t deliver) on those promises.

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Can Sergio Bucher transform Debenhams Customer Experience?

On Thursday last week, Debenhams' new (since October) chief executive Sergio Bucher unveiled his strategic vision for the future growth of the department store group. It focuses on making Debenhams stores a more enjoyable destination for 'social shopping'. The plans for change sound promising but Debenhams as a well recognised brand is not necessarily associated with innovation or known for its inspiring customer experience. Mr. Bucher’s ambition raises some immediate questions

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What’s getting in the way of making your customer experience more consistent?

Customers want a joined up experience with a brand irrespective of the touch point or channel - but it's not happening. Why not?

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