The business value of NPS

Published by EY-Seren

Research shows that NPS has the highest correlation with future profits and growth vs. other customer experience metrics. Its real value is as a predictor of customer loyalty. Find out how can a well run NPS programme help your business...

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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 future of banking is the past

Published by Nick Parminter

There are quite literally thousands of articles doing the rounds that describe a “technology-led revolution” of traditional financial services. Almost every startup bank, fintech company, design agency or technology provider has affirmed with great confidence that the new banking landscape will lead to the rapid demise of the traditional bank.

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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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