The end of the road for customer journey mapping

I’ve just finished reading Altimeter’s excellent ‘2016 State of Digital Transformation’ report (1), and one stat jumped out at me: ‘Only 25% of companies undertaking digital transformations have mapped their customer journeys’. *Sharp intake of...

Little things count. Big time.

No detail is too small in the customer journey Forget the broad sales and marketing goals that were hammered into you at in this morning’s meeting. If you want a competitive advantage, your company needs to be identifying, anticipating and...

Why are you relying on market research?

Market research isn’t enough anymore

Relationship managers are facing an existential crisis

Why do relationship managers exist?

A sneak peak at queue management software of the future

For the hundreds of hospitals, tertiary education campuses, federal and local government departments and councils, business and other organisations we have had the privilege of working with over the last decade, our queue management software...

Training isn’t the answer to culture change

Originally posted on The Customer Experience Company blog here.

It’s not about the destination, it’s about the journey

Customer needs product/service. Customer sees that your product/service fits their need. Customer buys product/service from you.

The three biggest challenges that inhibit CX success

When Amazon announced last year that they were moving to a customer-first business, they believed that they were unlikely to see profit for 2-3 years. In actual fact, from June 1 2015 to June 1 2016, they saw their share price almost double.

Who owns the customer experience?

Can everyone own something so valuable?

Overcoming Old Habits With Q-Flow Exchange Bridge