Each year there are over 100 Customer Experience events and conferences. The event junkies attend at least a handful, most of us aim to get to one or two and others miss out altogether. 127 more words
Tags » Christopher Brooks
There’s a rage of words between Ryanair and anyone measuring their Customer Satisfaction which presents a different score to what they believe it is.
Which! have a 52% rating for Ryanair. 1,387 more words
Most of the time I spend on Customer Experience is focused on helping clients design effective customer experience programmes to drive profit through adding customer value. 641 more words
I was judging at the FS CX awards last week. Each year the standard and the activation ideas improve. With some significant developments such as retail banks shifting from business discipline silos to customer journey org structures and others ditching CSAT and other measures in exchange for measuring their ability to fulfil ‘what matters to customers’. 750 more words