Who Are You Doing This For?
A few months ago, I wrote an opinion piece about how the actions of companies and brands during lock-down would be remembered by customers for a long time. Under pressure, some brands threw the strategy…
Time to Revisit Your Customer Journeys.
The events of early 2020 have changed the way companies and customers interact, perhaps permanently. For many companies, digital transformation and the prioritisation of online selling or ecommerce capabilities has been accelerated, but offline customer…
New Book – Ingredients for Ecommerce Success.
Buy the Book, exclusively from ACEDE 2020 is a year of disruption and change. The inertia and ‘good times’ that allowed companies to postpone innovation has given way to new ways of thinking that force…
The Problem With Customer Champions.
For some companies, it has taken a global pandemic to realise that customer-centricity is something that should be higher up the list of priorities. But putting the needs of customers resolutely before the needs of…
Customer Experience is a River
Think of Customer Experience (CX) as a river. A great river like the Nile or the Amazon. Where does it begin? Chances are that there are many tributaries. Over time, the course may change. Large…
Video – Head Start – CX in a Crisis
Free 40 Minute Online Training Course Register to Attend A time of chaos, but also an unprecedented opportunity for businesses to redraw their commercial blueprints and optimise their operations across channels. Companies such as JD.com,…