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At its core Customer Experience wouldn’t have any purpose, meaning or need if emotions didn’t come into play in customer-business relationships. However, how we feel about a product or a service is CX. So to have knowledge about the biggest factor in CX is to have power over your CX strategy. What is emotional intelligence?  […]

When you go to your local shop, more than likely you are greeted by name, you talk about your weekend, laugh and leave with your newspaper, scratch card and a smile on your face. When you call your internet provider for help, you are put on hold, asked the same question over and over,  just

Customer Trust is defined as “a confident relationship with the unknown” by Rachel Botsman. Unless your customers can predict the future and be 100% sure of the outcome of their investment in your company, there will always be some level of uncertainty. As Botsman says, “the greater the uncertainty, the greater the unknown, the more

An exciting opportunity has arisen for a Customer/Employee Experience Intern to work in the Claims Dept of a leading Irish Insurer. The internship will equip you with the skills, knowledge and experience to become a valuable contributor to the success of our business while developing your own rewarding career as a CX/EX Professional. The intern

Continuing our series of personal experiences with our emotional framework, our Chairman Michael Killeen shares his story of working with GE in the USA. “I started my career at GE Medical and was involved in the launch of their first MRI scanner. I was one of the early ‘guinea pigs’ scanned to help sharpen imagery

We asked the ‘Boss Man’ Michael Killeen to give us a personal story about one of our emotional drivers.  He chose You Deliver on Your Promise.  This is his story….. Delivering on your company promise is one of the most challenging drivers to deliver on today because consumers expectations are on a meteoric rise the

This is brilliant – what company could convince Raissa that they ‘know’ her dog? Phoenix Bark could and this is Raissa’s story! “I was browsing online for dog food for my dog. I wanted something that would provide regular deliveries and I would not need to keep reordering every month nor would I need to

At a meeting recently we thought it would be a great idea to ask colleagues to tell us a story from a recent experience and in their own words that really reflects one of the emotional drivers in our CX Academy Framework.  Laura chose ‘You Know Me’ and this is her story. “The hardest part

As we often learn on our CX courses, metrics, measurement and communicating results are key to achieving CX Excellence and leadership buy-in. If you’re thinking of implementing a CX dashboard to help you highlight key findings and insights – here are some to consider. Before you start you must understand clearly what you want to