Customer Experience

This regularly updated post provides links to the most popular Customer Experience (CX) podcasts along with their focus, key presenters and durations.

There is no shortage of data on the interwebs but much of it is not worth reading. The trick is to find the information written

It seems to me that many customer experience initiatives are deeply flawed. They start out well intentioned but lack the right process improvement mindset to

You may find it hard to believe that there is any way that grounding every plane in the Qantas fleet could improve the customer experience

Over the past week or so, there has been a really great debate going on in LinkedIn over the organisational structure by which most effectively

When a new business buzz makes headlines, a new buzz of how to’s follows.  Customer Experience Management (CEM) is no different.  But, to me, Customer

This article in the Australian Financial Review (Kmart reborn in program of change) was a timely follow up to my blog post of a few

How you answer this question seems to depend almost entirely on where you sit in the organisation. If you are inside the Customer Experience tent,