Celebrating CX Impact with 4 wins at European Customer Centricity Awards

We had a great night of celebration at the European Customer Centricity Awards yesterday! Three of our clients’ core transformation projects won in the following categories: "Best CX Strategy" for our project with HeidelbergCement: "Business Transformation inspired by a customer-driven strategy" "Digital Transformation" and "Best measurement in CX" for our project with Signify: "Expanding the scope and impact of the CX program through a digital reinvention" "Customer Insights & Feedback…
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Knowledge from the Mountains: How to Improve Your CX Strategy?

Unexpected learnings from hiking & tips on how to leverage yourself in creating a successful CX strategy Mountains are a place of freedom. An absolution. Mountains make you feel you’re on top of the world. Become one with nature. Connect with the ones you love most. My journey as a CX strategy champion doesn’t differ much from that genuine feeling of calm while taking a hike. Every day I strive…

Turn mobile operator customers’ satisfaction from fiction into a key driver of business growth

Customer Satisfaction is creating a huge gap between promise and delivery and this feeling is creeping up from both sides of the counter. Only 17% of CMOs are saying that they have been extremely successful at delivering highly relevant customer experience. At the same time, customer satisfaction in the UK has been dropping slowly for the past 2 years.  Mobile networks operators (MNOs) are just one of the examples. In…

How can UK telcos retain more customers under the new “text to switch” regulation?

The recent “text to switch” regulation, introduced by Ofcom in the UK, is another factor telecommunications companies need to take into account when planning their customer strategy. Customers can now leave their mobile provider by simply sending a text message – avoiding the hassle of calling a call centre – and eliminating the chances for last minute ‘rescue’. On a market threatened by value erosion and defined by blurring boundaries,…

Build sustainable utility services models with advanced customer analytics

To stay competitive utility companies need to keep up to date with customer expectations, increase satisfaction, and transform their offerings accordingly. Here are several key areas of changes that you should consider to enhance customer loyalty and generate business growth with the help of customer analytics. INCREASE CUSTOMER ENGAGEMENT BY PROVIDING SERVICES THAT CUSTOMERS ACTUALLY WANT AND NEED Customer retention is no longer merely a question of reliability and cost. A…