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You may have noticed how departmental silos can limit progress and stifle innovation within your organization. By utilizing journey maps, you can encourage cross-functional collaboration, bringing together diverse teams to enhance communication and alignment. In this blog post, I will guide you through the benefits of journey mapping, enabling you to break free from isolation and create a shared vision that drives your organization’s collective success.

I am not an uncritical fan of NPS. But I am also not part of the consulting chorus declaring its imminent death and replacing it with proprietary, unproven alternatives. What I am is pragmatic, and in this article, I’d like to unpack what that really means.

Face-to-face interviews remain one of the most powerful tools in B2B customer understanding. While surveys tell you what is happening, in-person conversations reveal why. With as few as 5 to 10 carefully conducted interviews per segment, you can uncover up to 80% of your clients’ critical pain points, without enormous resources. Investing in these human connections not only delivers richer insights but also strengthens trust and transforms business relationships into lasting

It's important to understand how you can transform raw data into actionable insights. In this article, you'll discover how actively listening to data can shift your perspective, enabling you to extract meaningful patterns that drive informed decision-making.

Architecture plays a vital role in establishing an effective Voice of Customer (VoC) framework within your organisation. By designing the right architecture, you can seamlessly capture valuable insights from customer interactions, allowing you to enhance customer satisfaction and loyalty.

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...