Ed Murphy
Co-Founder & President ImprintCX
8th Aug 2023
Taking things personally: When personalisation hurts your business
Today's customers expect personalised experiences, with more and more organisations starting to see the benefit to both customers and...
Voice of the Customer
25th Jul 2023
What it takes to lead CX transformation
As a CX leader, you face the challenge of driving change across every function in the organisation. You also have an opportunity to impact...
Management
18th Jul 2023
Measuring the impact of customer engagement
Customer engagement score (CES) is a measure often used to measure SaaS business success, but not widely used across other industries. As...
Engagement
11th Apr 2023
The Cliff Notes to delivering exceptional customer experience
Why should you focus on customer experience? The service you provide is a key component to customers’ loyalty – as seen from a KPMG study...
Management
15th Dec 2022
Is technology a CX superdrug or a placebo?
The recent PWC report “ Experience is everything: Here’s how to get it right ” validates many of the principles that leading global CX...
Technology
30th Nov 2022
Can customer-centric culture avert quiet quitting?
Quiet quitting has been making headlines for the past few months It’s the latest buzz word for a problem that companies have always faced...
Engagement
15th Jun 2022
How do you design differentiated experiences for high-value customers?
Are all customers important? As a broad statement, yes, customers are important - for without customers you would have no business. But...
Loyalty
30th May 2022
Customer experience has become over-complicated - can it be simplified?
I am often asked what I do for a living. I usually say that I am a customer experience and employee engagement consultant. This is...
Engagement