Member Since: 28th Nov 2015
26th Mar 2019
New innovations in chatbot use suggest that brands are identifying more ways to add value to customer journeys. For many years, business...
29th Nov 2018
What are the implications of some of this year's biggest tech stories for customer experience management? It seems that announcements from...
26th Oct 2018
From complex to simple, from one-button to zero-button - does your brand understand the importance of its customer interfaces? User...
3rd Oct 2018
Making an emotional connection with customers can be difficult. But CVS strove to do it by refusing to sell cigarettes. If you have a...
28th Mar 2018
What is the commodity magnet? And why is it so important to understand how it will influence your customers' behaviours and expectations?...
2nd Jan 2018
The biggest challenge for businesses today is to better understand the context of your customers. Luckily, the rise of technology and the...
11th Dec 2017
The role of technology in customer communications is changing rapidly. The rise of artificial intelligence, virtual reality and augmented...
16th Jun 2017
“Start with the customer experience and work backwards.” – Steve Jobs Convenience has become the new loyalty. So, it obviously pays to...
27th Jan 2017
The rise of the Internet of Things has been one of the most significant developments for both companies and consumers in recent years. More...
9th Jun 2016
Businesses of all sizes are waking up to the fact that the lines between the online and offline world are getting more and more blurred all...