March 16, 2021
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4 Best practices for leaders to add to their customer experience (CX) strategy in 2021

In recent months, I’ve been talking to several senior leaders about how to design your customer experience (CX) strategy in 2021. Some of the issues they […]
March 17, 2017
Return On Investment

Customer experience investments, ROI and business results

In a 2013 HBR interview, Jeff Bezos said “When things get complicated, we simplify by saying what’s best for the customer? And then we take it […]
October 14, 2016

How customer experience professionals can build relevance and impact in large organisations

One of the frustrations that I often hear about is the limited impact CX, UX or digital professionals are having on driving improvements in service and […]