PerspectivesUsing technology to improve your customer experienceBy Jack MillerOrganisations are transforming their customer experience by making use of new technology to gain deeper insights from their data and better…
PerspectivesChallenger banks must get the basics of customer experience right - Banking CX Part 2By Oliver PreeceCustomer experience is key to the success of challenger banks, but some are not always getting the basics right. Challenger banks are now…
PerspectivesWe analysed customer experience in banking and here's what we found: Part 1 - Established BanksBy Oliver PreeceCustomer experience is the new competitive advantage for banks. Established banks are failing their customers with poor customer experience…
PerspectivesWhy you should pay more attention to your promotersBy Mikhail DubovIt is hard to find a company these days that does not want to listen to its customers. However, only a select few have truly mastered this…
PerspectivesWe Analysed ASOS's Customer Experience and Here’s What We FoundBy Mikhail DubovFew industries are as competitive as fashion. Especially these days with the number of high street stores falling year on year. You need to…
PerspectivesThe Top 100 Customer Experience Blogs You Need to Be Reading Part 2By Jack MillerLast month we brought you the first part of our complete list of the 100 customer experience blogs you should be ready. Now the holidays are…
PerspectivesHow to unlock customer data silos from different channelsBy Jack MillerSo you've got your customer feedback, your NPS scores, your CSAT, your reviews, your Zendesk tickets, and your social media. It's in…
CXHow to make surveys worth the effortBy Jack MillerRight now in my inbox I have at least 5 emails from companies asking for my feedback as a customer. I may open one of them later on if I…
PerspectivesThe 5 Principles of Great Customer ExperienceBy Jack MillerHere are the 5 fundamental principles that provide the foundation to delivering great Customer Experience. Step 1: Have a continuous…
PerspectivesThe Government is shaking up the fintech industry. Here’s what to expectBy Mikhail DubovEver since the financial crisis in 2007–08 banks and other financial firms have lost a lot of love. Some people may argue they didn’t have…
CXWhat the hell is Customer Experience?By Mikhail DubovCustomer Experience (CX) has become a business cliché. Everybody seems to agree that it is important to have good CX. However very few…
PerspectivesWords in numbersBy Mikhail DubovJust how well can a computer understand written language? We look at some of the latest advancements in machine learning and what it means…
PerspectivesThe Problem With Customer Experience in TravelBy Jack MillerIt comes down to a better customer experience (CX). On demand travel companies are disrupting the industry by giving customers more control…
Perspectives4 things the travel Industry can learn from Airbnb’s incredible growth storyBy Mikhail DubovAirbnb struggled to get that hockey stick growth for a few years and in a now famous incident had to resort to selling custom designed…
CXNet Promoter Score: Why most companies are doing it wrongBy Mikhail DubovLast month we wrote about how Slack uses NPS to fuel its rocketing growth. These are the guys who know their NPS. Slack are not unique…
