CX author Annette Franz shares why you should humanise your automation to ensure positive customer & employee experiences, not just processes.
Join up your listening to your customers (VoC) and listening to your employees (VoE) programmes, to really drive Trust argues Peter Lavers.
Analytics & Customer Insight leaders can learn from their peers. Annette Franz shares on why & how CX leaders develop a compelling CX vision.
A call for customer-centric leadership, those who put the building of a customer-centric ecosystem before their own egosystem, by Ian Golding.
Missed your sales targets? Invest in longer-term investments recommended by Customer Attuned’ research, a focus on relationship building for the New Normal.
Do you have to cancel planned Customer Journey Mapping workshops due to lockdown? Can you run such a workshop online? Annette Franz shows us how.
Are you preparing for a digital human customer in your business? CX expert, Peter Lavers, shares research from SAS on how CX needs to adapt to digitisation.
Annette Franz shares 19 signs that your customers are not that into you. What can you learn from these 19 tell tale signs of a flawed relationship?
Results from our 2020 reader survey. Thanks for sharing your feedback on our content at Customer Insight Leader blog. here’s what I’ll do in response.
Leading CX author, Ian Golding, shares 14 leadership principles that drive Amazon to be Customer-Centric. Is this also Values-Based Leadership?
Is Trust the most important value sought in B2B relationships today? Peter Lavers & Mark Hollyoake share their Trust DNA Model to guide leaders.
How can you overcome the 6 barriers to effective Customer Value Analysis? Guest blogger. Paul Weston, shares his practical experience to tackle the first 3.