Richard Moule: Bridging the gap between CX and the bottom line

Published by EY-Seren

As organisations worldwide have begun to embrace a customer-led approach, they have been faced with no shortage of customer journey maps, concepts and prototypes. But how do they choose which initiatives to prioritise? Which will have the biggest impact on the bottom line?

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The missing link between experience and business value

Published by Richard Moule

All companies have issues with customer experience. Few, if any, can determine the negative impact these issues have on commercial performance and the order in which to fix them for maximum return on investment. The link between experience and business value has been missing, until now.

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Why Experience Matters

Published by Jon Stephens

Today, you would do well to avoid reading an article about the importance of customer experience in achieving almost all desirable business outcomes: acquiring more customers, retaining existing customers, making them spend more or reducing complaints and associated costs.

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