Why delighting your customers can be a dangerous trap!
It has become accepted wisdom in the CX community for brands to delight or ‘wow’ their customers. But the truth is, delighting your customers may not necessarily build loyalty or …
Author: Mark Atterby
Mark Atterby has 18 years media, publishing and content marketing experience.
Overcoming the barriers to understanding the customer journey
Providing customers with a connected and frictionless experience requires a full understanding of the end-to-end customer journey. Where does it start, where does it end, and what happens along the …
Interview with human experience and design thinking guru Rod Netterfield
Rod has a fifteen plus year career working for a variety of mid-tier and large global organisations, designing, and implementing customer experience (CX) strategies. Recently, he co-founded Humind – a …
Customers expect a connected journey
Customers use a variety of channels to interact with organisations to purchase the goods and services they want. They expect their experience when dealing with a brand to be seamless …
Hybrid work environments for CX teams are here to stay
Spurred on by the need to work remotely during the pandemic, the growth in hybrid work environments is expected to be a continuing trend. But in terms of maintaining employee …
Is every CX challenge a behavioural problem?
There’s a tendency to frame CX problems or digital transformation challenges in strictly technical terms. Organisations have thrown vast amounts of money at technology to solve a problem. Most, if …
Don’t confuse digital-first customer experience with digital-only
As a result of the pandemic, we have seen customers dramatically shift to online channels. These days most customer journeys start online even if they may finish via a physical …
Why Employee Experience is the #1 priority in 2022
The pandemic has elevated the importance of having engaged and loyal employees. In fact, employee experience (EX) is touted as a top priority by most CX leaders and their organisations …
They Want it Now – The Future of CX
The #1 trend in CX for 2022, according to recent research by Freshworks, is the need for businesses to adopt a digital-first mindset. Mark Atterby (MA), Editor of CXFocus talks …
Your CX priorities in 2022 – are they on the money?
Over the last couple of months various industry pundits, analysts, and vendors have published their lists of CX Trends for 2022 and beyond. A quick search on Google will display …