Blog

Learn about all things customer experience from our team of experts. From the latest CX trends to tips and advice to improve your voice of the customer programme and performance.

Raising the CX Bar in the Expectation Economy

Customer expectations have been on the rise for the past two decades, but businesses continually fail to adapt to the changing customer expectation landscape....

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CX for Millennials and Gen Z: Tailoring Customer Experience to the Younger Generations

Millennials and Gen Z are an easy target of criticism from older generations, often being criticised for heavily depending on technology and an...

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CX + AI: Balancing a Human Touch with Machine Learning

Artificial intelligence (AI) is particularly impactful in the provision of personalisation and efficiency for a customer’s experience. This blog post looks...

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How to Respond to Customer Comments: the Good, the Bad & the Ugly

Consumer Generated Content and digital reviews are having a serious effect on businesses, with 90% of customers reading online reviews before deciding to make...

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The Top Five Reasons CX Programmes Can Fail

Introducing a CX programme to a business is a huge commitment requiring ample financial backing and effort. The failure rate of IT-enabled business initiatives...

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Check Out Our New White Paper: Strategies to Measure the ROI of a Voice of the Customer Programme

Measuring the financial gains of a programme can be a complicated mix of qualitative, quantitative and finding that some factors are ultimately immeasurable....

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