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 out the window and instead used short-term tactics to try and bring in revenue. And there is nothing wrong with that – Read more…
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 experiences (CX) have changed too. For many companies, the processes that were put in place during the times of COVID-19 lock-downs and Read more…
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 companies to change the ways they do business. Around the world, customers were slowly getting used to ecommerce and online shopping, however Read more…
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 the company may not always be a good thing either. Our Customer Experience Typology Framework uses two axis to determine where a Read more…
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 bends become billabongs or oxbow lakes. Sometimes, the river may run dry and water never make it to the sea or the Read more…
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, Alibaba are all disrupting ‘overnight’ to sustain their business whilst offering customers a cutting-edge customer experiences (CX). This highly intensive course is Read more…
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