In early 2023, Jeff Fromm wrote for Forbes, “Generation Z has surpassed Millennials as the youngest and most influential consumer demographic that has begun directing brands to reconsider their customer experience strategies in order to remain relevant.” One of the biggest differences between all the previous generations and Gen Z is that Gen Z […]
Understanding & Catering to the Needs of Gen-Z Customers Read More »
Customer Experience has become the fastest-growing business discipline in the world. As a result, 95% of leading organisations cite CX job roles as crucial to achieving business growth. Business owners are becoming more aware of the necessity for CX Professionals in their companies, so job opportunities keep increasing. So if you are working in
Need a career upgrade? Why not Customer Experience? Read More »
Whether it was a premonition or a hunch, B.Joseph Pine II knew he was onto something when he wrote ‘Welcome to the Experience Economy’ with James H Gilmore back in 1998. In their article, they explore the idea of ‘staging experiences’ and argue that this is where the ‘competitive battleground’ lies. Twenty-five years later
The Experience Economy Read More »
Every month we have a Masterclass where we deep dive into a topical issue. Our most recent masterclass was dedicated to Women in CX: Empowering female employees to deliver CX Excellence. We were joined by Gemma Rabbini – a qualified Communications and Confidence coach who is passionate about working with women. Several years ago,
Is networking for women a lost cause? Read More »
If you are a CEO, Manager, Supervisor, Team Leader you should ask yourself are you just a manager, or are you a leader? This question is important because as Horst Schulze said, ‘Managers push: Leaders Inspire’! What is Leadership? Kevin Kruse explains, “Leadership is a process of social influence, which maximises the
How To Be a Good CX Leader? Read More »
What is a Customer Journey & Customer Journey Mapping? We define Customer Journey as every interaction across every touch-point that a customer has with a company. Every one of those interactions contributes to the overall Customer Experience. At a high level a customer’s journey starts when they first show interest in doing business with
Customer Journey – The What, The Why & A Free Customer Journey Mapping Guide Read More »
You’re the CEO. Can you run your business alone? Can you serve your clients as well as Mary in the customer service team that has been working with your company for the past three years? Can you deal with customer complaints and always turn them into a positive experience as Jason in your complaints
Employee Experience (EX) – The Ultimate Guide Read More »
To achieve CX Excellence in any company you need to get CEO buy in. The CEO’s core responsibilities are immediately addressed by CX Excellence from helping to differentiate the company against competitors, to creating improved shareholder value. Once the CEO sees the clear metrics they will support CX Investment and get behind the initiative 100%.
How to get ‘CEO buy-in’? Read More »
CX for B2B is very similar as for B2C relationships. In B2B, although you might be selling to another company rather than an individual consumer, you need to apply the same emotional drivers and fundamentals for both. All the key CX principles apply; customer loyalty, retention and advocacy. What Is Business-to-Business (B2B)? Business-to-business (B2B)
Customer Experience for B2B Read More »
Summer – the time of relaxation, stress free holidays, drinking piña coladas in the sun and enjoying the local cuisine. Your holidays wouldn’t have been the same if the hotel you stayed at, the restaurant you enjoyed your romantic dinner at or the bus company you travelled with didn’t care about CX. In the spirit
Holiday Customer Experiences Read More »
We’re delighted to announce the addition of AI into our Professional Diploma in CX.
