My week in CX #9

In  a week in which my customer experiences revolve around eating, I give some feedback, find out how much my advice is worth, eat far too much pizza and receive more communication from the mysterious Amy Ingram... Expectation Gap Through a combination of laziness and the fact that I get a regular stream of email … Continue reading My week in CX #9

My week in CX #8

Delays to last week's customer experience owing to some pressing client work means that I'm casting my mind back to about a fortnight ago... if only I had some memory enhancement to help me... more on that later. It was a week in which tech matters seemed to come to the fore, particularly in the … Continue reading My week in CX #8

Transforming to a customer-led business: a potential model

Is there a recipe for transformation? Can a business genuinely transform itself to be customer-led? How do you get started? I attended a breakfast discussion on the topic of transformation with a group of fellow Comotion associates recently and whilst these questions are straightforward, some of the answers challenge accepted wisdom on strategy and transformation. The roadmap … Continue reading Transforming to a customer-led business: a potential model