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…
