Stay up to date with the latest customer experience thought leadership from our members

The Underrated Link Between The Experience Of Our Customer And The Experience Of Our Employee

The Underrated Link Between The Experience Of Our Customer And The Experience Of Our Employee

“We can all easily recall both an incredible experience we have had recently with a brand and one that has left much to be desired. One that we will remember fondly forever and one that we are trying our best to forget. But let’s take a minute to reflect on what influenced this outcome? The list is most likely quite long, but guaranteed that one key influencing factor on it will be the staff we interacted with.

Read More
Getting started on the ROI of Customer Experience
CX ROI, CX Insight, CX Metrics, Data Clare Muscutt CX ROI, CX Insight, CX Metrics, Data Clare Muscutt

Getting started on the ROI of Customer Experience

“Value to the customer equals value to the organisation – but how can CX practitioners make this clear to their organisations?

Back in 2008 a team of biologists and environmental economists calculated that mankind would have to pay over 150bn Euros per year if bees, butterflies, beetles and similar creatures were to charge a fee for the service of pollination. Environmentalists have recognised that the value of nature is often talked about, but rarely acted upon. As odd as it may seem, putting a price-tag on the importance of the environment creates a compelling argument for change and action.”

Read More
What qualities do we need as Customer Experience Professionals?
CX Professionals, CX Qualities, Top Tips Clare Muscutt CX Professionals, CX Qualities, Top Tips Clare Muscutt

What qualities do we need as Customer Experience Professionals?

Clare’s question to me during the podcast “What are your top 3 pieces of advice for women in Customer Experience (CX)?” stimulated a whole chain of thinking about the attributes or behaviours we need as CX professionals. Putting our customers at the heart of our strategies embodies a deliberate path to excellence, being relentless in our search for actionable insight, continuous improvement and innovation, intentionally designing our customer experiences, and then developing our people, products and processes to deliver that experience.

As CX Professionals, we are at the centre of change, so what qualities do we need?……..

Read More
CX Transformation: An African Perspective.
CX Africa, Transformation, Change Clare Muscutt CX Africa, Transformation, Change Clare Muscutt

CX Transformation: An African Perspective.

There is an African approach to driving customer experience (CX) transformation. If you understand and accept that in Africa overall business performance comes before overall customer satisfaction, your job is half done if you want to drive CX transformation.

The question now is how do you get the business to be customer-focused? Are global CX methodologies applicable to Africa? What is the African approach to driving CX transformation?

Read More
Living Through Change

Living Through Change

“I was born in a country that сeased to exist when I was 11, change felt exciting. Later in life, going through a horrific divorce I felt even the slightest change like a train delay was unbearable. I got through it, rebuilt my family, moved countries, launched a successful global customer experience consultancy and embraced the change paradigm forever, as it is the only constant. I am happy to be sharing my personal and professional experience of managing and leading change, through the CX lens.

Read More

Join the movement

And unlock more exclusive resources… PLUS! Opportunities to raise your profile as a women in CX & technology.