JUMPING ON THE BRANDWAGON: LEVERAGING CONTEXTUAL CUSTOMER CONNECTION
Contextual Marketing is ultimately about making your brand feel like it belongs – right place, right time, right customer need….
GAME, SET, AND MATCH: WHAT WIMBLEDON TAUGHT US ABOUT EXCEPTIONAL CUSTOMER EXPERIENCE
There are many global tennis tournaments but none of them can touch Wimbledon, the hallowed grounds of tennis, for its…
ONE-LEGGED LESSONS IN CUSTOMER EXPERIENCE: WHY YOU SHOULD BE A FLAMINGO
A few weeks ago, I had the pleasure of spending a few days in southern Sardinia.
THE HIDDEN LANGUAGE OF LOYALTY: CX CONNECTION IS EVERYTHING
Customer Experience (CX) isn’t just a verb (an action) or a noun (a touchpoint along the journey). Great CX should…
DATA IS THE OIL BUT EMOTION IS THE ENGINE: GETTING CREATIVE WITH YOUR CX CONNECTION
You’ve heard it before: “Data is the new oil.” But like crude oil, raw data isn’t useful until it’s refined. In the world of customer experience (CX), data alone won’t create loyalty—it’s how you use it to build connection that counts.
COURAGE, TRUST & BELIEF IN CUSTOMER EXPERIENCE
Sometimes you have to do what is right, and for brands, there are times that can clash with revenue, profit and ROI.
THE PSYCHOLOGY OF SURPRISE: THE GIFT OF AN UNEXPECTED CUSTOMER EXPERIENCE
There is nothing better than the excitement of children running down the stairs to see what St. Nick brought them on Christmas morning. Part of the magic of Christmas is all the uncertainty.
THE CUSTOMER INTIMACY LADDER: CLIMBING YOUR WAY TO CUSTOMER LOYALTY
No matter what industry event I perform at, there seems to be a general misunderstanding of both brand loyalty and customer experience (CX). Here we are going to explain the true nature of customer lifetime value
BUILDING A CX PHILOSOPHY: 5-STEPS TO SUCCESS
One of the most frequent questions I receive from both small and medium-sized enterprises and large international corporations is how to establish a sustainable philosophy of Customer Experience (CX) within their organizations.
THE ARTIFICIAL INTELLIGENCE CX TAKEOVER: HOW AI IS REVOLUTIONISING THE CUSTOMER CONNECTION
It wasn’t that long ago when AI stood for Artificial Insemination, the act of harvesting prize-winning bull or horse semen and impregnating the next generation. But even that has now become a highly tech-driven process, with Artificial Intelligence set to significantly improve classification and selection of sperm, egg, and embryos, dramatically improving IVF success rates. Even AI has gone AI.