"Using customer shadowing to improve and innovate customer service design." with Andrew Gallan
Steve Jobs once said, "Design is not just what it looks and feels like. Design is how it works." While organizations do focus on the look and feel, unfortunately, the 'how it works' part is ignored. A...
31 Dec 201938min
"How to bridge the gap between business and CX strategy?" with Adrian Swinscoe
There is no denying that the end goal of any business is growth. And the one definitive way of achieving more growth is focusing on customer experience. Hence, for any organisation, its business strat...
19 Dec 201939min
"How to design customer-centric organisations for sustainable growth?" with Heidi Beets
Very often, we hear that the one mantra organisations must follow for success is to ensure that customer centricity is the DNA of an organisation. And this is an obvious idea. However, surprisingly, m...
17 Dec 201942min
"How to develop and deliver a brand promise from the customer perspective?" with Neil Sharp
While we have, very often, seen brands make tall promises to court customers, we have also seen them fail on delivering those promises often. Why does this happen? Why is the customer's perception of ...
10 Dec 201941min
"How to create 'simple' and 'simplified' experiences?" with Ricardo Saltz Gulko
People often conflate 'simple' with 'plain', and 'plain' has, well, a plain connotation. Nothing special about it. But, simple, as Da Vinci reminds us: "Simplicity is the ultimate sophistication." Whe...
26 Nov 201931min
"How to help government organisations deliver good CX?" with Stephanie Thum
The thought of visiting a government office, for most of us, is often followed by an exasperated sigh. Generally, that reaction is rooted in the poor experience that government offices are infamous fo...
19 Nov 201929min
"How to win customers using a live chat?" with Nelson Bruton
At a time when the world is going bonkers over chatbots, what would you think if I said that live chat with an actual person at the other end is more effective? It might come as a surprise to you, rig...
19 Nov 201927min
