How to prepare your customer experience strategy for 2019

Read our series of actionable advice on how to wow your customers



5 Tips for using customer mapping to improve your customer retention


A customer journey map is a visual representation of every experience your customer has with a brand in question. These maps will help you understand the story of your customers and their different experiences. When taking a second look at your customer acquisition and retention processes you will quickly realise the diversity of the points of contacts between your brand and your customer.


In this article, you will learn:

  • Why customer mapping is important
  • How to understand where your brand-consumer interaction points are
  • Best practices for mapping journeys
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Here are 3 ways that technology can deliver game-changing B2B customer experience


We’ll take a look at the biggest challenges companies face when delivering customer experience. We’ll explore how technology works to catapult organisations from a fractured approach to customer experience to an integrated revenue-generation model, enabled by harmonious alignment across the entire company for a truly customer-centric B2B experience.


In this article, you will learn:

  • Using automation to align sales and marketing
  • Using business intelligence tools to link UX data with operational data
  • How to provide omni-channel customer-centric solutions
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From fluff to measurable value: How to calculate ROI for customer experience


You can’t manage what you can’t measure. The elusive path to great customer experience, though paved with good intentions, is also littered with post-mortems on projects that did not prove their value. This is because companies do not consider incorporating ROI for customer experience into their strategy from the very beginning.


In this article, you will learn:

  • Struggling to link value creation with initiatives to improve customer experience
  • Unable to get sufficient management buy-in to drive organizational change
  • Skimming the surface of customer experience without improving end-to-end journeys
  • Chasing client retention rates but unable to prove increase in lifetime value of a customer
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