Has ‘Customer Experience’ become meaningless?
The term ‘customer experience’ is now ubiquitous and used in so many different contexts that it means everything yet nothing at the same time. The term has become useless in …
Author: Mark Atterby
Mark Atterby has 18 years media, publishing and content marketing experience.
Reshaping the customer experience with Augmented Reality (AR)
The emergence of AR (Augmented reality) promises to revolutionise the customer experience by offering immersive experiences for both consumers and employees. Many do question, however, what is the actual potential …
The challenge of creating a ‘Customer first’ culture
Almost all organisations say that their customers come first. In reality, most business processes and organisational structures are built around the management and operational needs of the organisation. Building a …
Let’s get digital – before it’s too late
The call to “Go digital” has been echoing in boardrooms across the globe. It’s a herald of momentous and ground shaking change with potentially far-reaching consequences. Disruption and innovation caused …
Most companies fail to connect “Voice of the Customer” with real business goals
To compete on customer experience organisations need to understand the type of experiences they are currently creating. To gain greater understanding of how customers view the experiences companies provide, Voice …
How Service NSW led the way to customer-centric government
Mark Atterby talks to Steve Griffin the architect behind Service NSW, by far the largest and most successful digital transformation / CX project in government. Steve explains how Service NSW …
Using customer data to drive actionable Insights – Part I
The insights gleaned from analysing customer data feeds the design process for creating better customer experiences. Most organisations realise the importance of these insights to improve customer loyalty, reduce costs …
Are you reactive or proactive with your customers?
Creating an exceptional customer experience requires a pro-active and forward looking approach. Even if you are quick to respond and resolve issues once they are raised, being reactive will inhibit …
A security breach could ruin your reputation in seconds
A major security breach or cyber-attack can ruin the experience customers have with a brand. Failure to act decisively when customer’ interests or the security of their information is threatened, …
How the Internet of Things will revolutionise the customer experience.
In recent years we have seen the Internet of Things (IoT) move from the drawing board to become an emerging reality. It’s predicted IoT will radically redefine the relationship we …