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Jack Springman
Jack Springman
Member Since: 1st Feb 2010
Website
Jack Springman
Associate Partner Optima Partners
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4th Nov 2020

The six traps that mean customer journey mapping could be a mistake

Journey mapping has been the hottest topic in customer experience for the last couple of years. But all this attention has come at a cost...
Engagement
12th Oct 2020

Five risks you run by using behavioural science in CX

Behavioural science is fast becoming the Next Big Thing in customer experience, particularly in customer journey mapping. But while the...
Engagement
21st Sep 2020

How to uncover the hidden customer value that differentiates your brand

The foundation for any organisation’s customer experience is its value proposition. How you create value for customers and differentiate...
Engagement
3rd Sep 2020

The three questions you must ask when building a CX strategy - and how to answer them

A compelling customer experience (CX) strategy requires more than Voice of the Customer research, journey mapping and NPS or CSAT results...
Data
13th Aug 2020

How to tailor your CX priorities to fit your firm's strategic focus

My previous article outlined how a one-size-fits-all approach to customer experience (CX) reduces differentiation. This article describes...
Engagement
9th Jul 2020

Why CX has become more religion than strategy - and why that's a problem

Over the past 20 years, the customer experience profession has formed, stormed and normed. For the most part these developments have been...
Loyalty
22nd Jun 2020

Why creating a good customer experience strategy is so hard

Delivering a great customer experience is hard. And it’s even harder if you don’t have a well-defined customer experience (CX) strategy...
Engagement
1st Jun 2020

How to reprioritise customer-facing spend when your budget is cut

If you were asked to cut your budget by 10%, 20% or even more, how confidently would you go about it? Business confidence and budgets are...
Loyalty
15th May 2020

More myths and misconceptions undermining CX managers

In the previous article I explained how misleading advice has proliferated in the customer experience arena, and that CX leaders who have...
Engagement
8th May 2020

The myths putting the future of customer experience in peril

In its predictions for 2020, Forrester forecast that one in four customer experience leaders will lose their job. This prediction was...
Engagement
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