Postcodes were originally developed and adopted in the UK between 1959 and 1974. More recent approaches like What3Words and Google plus codes are trying to assign more accurate, meaningful geospatial locations. This blog considers why.
I was interested to read in recent press releases about Nestlé's plans to develop “luxury handcrafted” versions of its well known chocolate KitKat bar, expected to be one of this year’s must-have Christmas presents. We draw some lessons about personalisation and brand value.
Whilst CX transformation may be part of continuous improvement in your organisation it has likely come about through a focused programme. We consider how you can sustain momentum and ensure ongoing investment to keep improving your CX.
Merged reality is transforming field service. Whether you need to quickly solve problems for customers, assist newly on-boarded personnel, eliminate wasteful trips or differentiate the way your products are sold, implemented and serviced, this technology lets you give help instantly and in real-time.
Disney is the master of customer experience and no detail is too small in its quest to deliver a personalised, detail-focused experience in its theme parks. Here we consider a few examples in the context of a manhole cover!
This blog encourages you to remember the employees in your business and the vital role they have in helping you deliver an amazing customer experience. Digital tools are fantastic but resist the temptation to use them where they aren't appropriate or the customer doesn't need them.
We reflect on recent press reports that voice assistant organisations have been listening to user recorded information over a long period, often with little transparency or user awareness. What does this mean for user privacy and trust in personal data online?
There has been so much hype over the past few months and years about digital and all of the adjacent concepts like digital customer experience and digital disruption. The reality however is that your customer doesn't really care about a so-called digital customer experience, they just want an awesome experience!
As much you'd love to have satisfied customers all of the time it probably won’t happen. Whatever the reason it's important you take negative feedback as a learning opportunity. We give you some tips for how to handle it.
Many organisations use Net Promoter Score® (NPS®) as a tool that can be used to help them gauge the loyalty of their customer relationships. In this blog we give you some quick tips to get NPS right in your organisation and how to link it to your customer journey.
This blog considers the rise of robotics in warehousing and logistics when every day there seems to be another article about how robots and the rise of artificial intelligence will take over our daily jobs. As the warehousing industry is at the sharp end of this we consider some examples.
We consider recent focus on the ethics of artificial intelligence and the positions of big tech companies and academia in furthering the debate, in the context of the recent announcement of a new centre for the Humanities and AI ethics.
We reflect on the future sound of our streets as electric vehicle manufacturers start to consider the internal and external acoustic sounds that their cars will produce and how vehicle customisation could become the next area for innovation. Take a listen!
It's all too easy to pay lip service in a customer experience workshop without making any sustained changes in your business. We've seen a number of companies who have run customer experience improvement initiatives and then stopped because they've 'done it'. Here are some tips to sustaining your customer experience focus
This blog is all about how to set up and run a customer experience transformation programme in your organisation, with hints and tips on what works and what you should prioritise for your next initiative. Get in touch with us for more help and advice.
There’s simply no excuse for poor customer experience and it might just hand the advantage to your competitors if you get it wrong. Here we share some top tips for how to unlock better customer experience for your business.
In this blog we consider the changing world of logistics and how new organisations are disrupting the so-called last mile delivery with models based on crowdsourcing, localised delivery and crowdstorage, with the aim of ensuring a superior customer experience. Find out what you can do to tap into new ways of delivering.
With so much focus on disruption and delivering a superior digital experience, it can be really easy to overlook something obvious - mobile technologies and the experience that a user, customer or employee will have of the technology that's in their hand!
We consider three trends that are disrupting different elements of retail - the in store checkout experience, the manufacturing process and the logistics and fulfilment process. In each case study technology is being used to ensure even greater efficiency, operating cost reduction and decreased time to market.
Read this blog to find out some quick tips on how to 'do digital' and how not to hate doing it in the process! We consider digital skills, customer experience, setting clear objectives and not overlooking change management.
Most sectors are experiencing unprecedented change due to digitisation and the evolution of customer expectations. New technologies are grabbing the headlines and traditional operating models are getting disrupted. Here we consider why.
A customer experience map helps you to understand and evaluate the story or your brand, products or services from a customer's perspective over time and across the channels they utilise. By gaining this understanding you can work to truly position your offerings to close these gaps.
There's no shortage of predictions for trends and technologies for the year ahead. What we don't see as much of is unbiased, solution agnostic predictions based on real experience of what organisations are looking to develop. Don't worry - we've done the hard work for you with our 5 point summary.