A thousand cuts

This is how an OK journey design ends up as a trains wreck.  Getting from Penn Station to JFK: At Penn Station: Passenger “Can I get to JFK from here?”   Ticket Office: “Yes trains take 20 minutes and leaves every 15.  It costs$4.19.” On the platform: Passenger: “Does this train go to JFK?”  Fellow… Read More


HomeServe appoint CJC

HomeServe, the home emergency repairs business has transformed itself since the dark days of 2011 when poor practice eventually led to the largest retail fine ever handed down by the FCA.   Since then it has set itself the target of becoming the ‘number one home assistance company providing effortless customer service by 2020’.  It has made… Read More


2nd CX Best Practice Exchange

The 6 greatest challenges Waitrose, SKY, BP, Three and others face when delivering integrated customer experiences in a multi-channel world (The chances are that your company is facing many, if not all of the same challenges.) At the end of September 2016 we ran our second CX Best Practice Exchange, this time with Google and… Read More


The impact of Brexit

As the Brexit vote unfolded we spent two fascinating days helping the senior management team of one of the UK’s largest travel companies understand how it could use customer journey mapping techniques to improve business performance. Although our work was unrelated to Brexit it was fascinating to hear their personal and business views as the result unfolded…. Read More


SKY and ASRA appoint CJC

We were delighted when earlier this year SKY asked us to review the customer experience of their on demand service NOW TV. With a plethora of ways to access great content and Amazon making a strong play with its Fire TV offering, customer experience is an increasingly important element of the mix.  Our insight has… Read More


New win for CJC

This summer we were delighted to be chosen by a major Financial Services company to help them respond to changing customer expectations. The company had recognised it needs to develop a more consultative, personalised and altogether more flexible customer offering. These demands entail huge change to the skills and day-to-day practice of its people. Key… Read More