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Jack Springman
Jack Springman
Member Since: 1st Feb 2010
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Jack Springman
Associate Partner Optima Partners
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6th Oct 2022

Six reasons why standard CX thinking isolates it from the c-suite

Editor's note: Jack Springman passed away on Sept 8th 2022, after a year-long battle with cancer. Weeks before he passed, he completed and...
Engagement
5th Sep 2022

The decline of marketing should increase CX's c-suite focus - so why isn't it?

The status of marketing is perilous, notably its standing with CEOs is poor. According to the Fournaise Group, “we tracked that 80% of...
Engagement
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
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