Creating Customer Constellations – Episode 3: Developing Your Constellation Strategy
The Customer Constellation Model – Recap. In my first article, I set out the key components…
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Customer Engagement
Industry 5.0 – Next Generation Customer Experience Redefined?
We are living in a world where every other organization on the planet is striving…
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Real-time Data Integration: The X-Factor in Delivering the Ultimate Customer Experience
The age of digital business requires every company to re-think how they rapidly adapt or…
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Welcome to the Age of the Customer Data Platform
The Customer Data Platform or “CDP” is quickly becoming a hot topic of conversation in…
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The New Sensormatic Global Retail Shrink Index Revisited
With the USA NRF Loss Prevention Trade Event taking place this week, it is time…
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8 Considerations to Ensure Customer Experience Excellence
There are many organizational considerations involved in successful digital transformations. After several years of working…
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How Will Voice Impact People’s Buying Behaviour?
“Buyology” is evolving faster than biology; that is, how we buy is changing faster than how living beings evolve. In…
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Is your customer experience ‘Ritz Carlton & Zappos’ or ‘nPower’?
Let’s say that your organisation wants to retain customers, wants to increase the lifetime value…
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How can Chatbots help in B2B?
When asked, 80% of business respondents admitted they are either already using or planning to…
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Case Study: Avast – Customer Experience-led Strategy
Avast is the global leader in next-gen cybersecurity products for consumers and businesses, operating across…
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Creating Customer Constellations
Modern customer engagement strategies tend to focus on ‘owning’ a customer, or at the very…
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