Loading

Uh huh, the customer would ask for a faster horse

If you’ve ever done any sort of customer research in order to inform a user or customer experience design, or maybe to make a product development decision, I am sure you would have heard some

Continue Reading

3 Steps to Trust not Bust Your Customer Experience Silos

In my last post, I talked about the importance of taking a customer-centric view of business systems. Not meaning the software applications that organisations run, but the people, policies, processes and organisations that makes up

Continue Reading

That Fine Line on Social Media: It’s All About Context

Oh crikey, an airline is setting the Twitter stream alight again and this time its British Airways. They seemed to have been very responsive and when trying to solve a customer issue they asked for

Continue Reading

Levitt; More than Railways, the Father of CX?

Years ago, as my career transitioned from being a technologist to content marketing I was recommended to read “Marketing Myopia” by Theodore Levitt, an essay written for Harvard Business Review back in 1960. Here’s the description

Continue Reading

Your customer experience is global — just ask your local chippy

Roberto Savvides manages The Regency, a “chippy” (a fish and chip shop) in Brighton (a seaside town in the UK). Roberto rolls up the sleeves of his crisp white shirt and opens the doors of

Continue Reading

You say tomato, I say tomato, you say WEM, I say WEM..

When you say WEM, do you say Web Experience Management or Web Engagement Management?  What does it mean and does it matter and what about CEM? Well, in this  post I want to explore that,

Continue Reading