Blog

With an effective Voice of the Customer (VoC) program, securing buy-in from senior management is vital for success. You need to present a compelling case that highlights not only the benefits of understanding customer experiences but also how their support can streamline implementation and foster organizational alignment.

The first in a multi-part series designed to help organisations understand, implement, and evolve effective Voice of the Customer (VoC) programmes.

The intersection of marketing and CX presents a unique opportunity for businesses to differentiate themselves in a crowded landscape

Why smaller companies have a unique advantage in delivering outstanding CX

If we want to build organisations that thrive, we must remember that empathy isn’t just good for people- it’s good for business too.

The ability of organisations to deliver a seamless customer experience is a fundamental necessity in today's highly competitive markets.

Scientific methods offers invaluable insights into customer behaviours and trends, but fail to fully capture the essence of human connection

Can AI and data analytics really replace first-hand customer feedback?

Introduction: In the world of business metrics, the Net Promoter Score (NPS) has long been a popular choice for measuring customer...

The reasons why AI falls short in this specific context, highlighting why face-to-face customer interactions remain essential

Having worked for a company whose brand was based on cutting-edge technology it is sometimes a useful exercise to stop and remind...

If you talk to the owner of the corner store or a small family-owned store or business and you mention Customer Experience, you may well...

We talk about Customer Experience often but many of us understand the term differently. Some may think it just covers asking our...

One day we delivered a component for a piece of engine equipment that required testing on a testbed. During this test in the customer's...