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.  Can I get to JFK from here?  Yes trains take 20 minutes and leaves every 15.  It costs$4.19. – At train marked to  JFK to fellow passenger.  ‘Does this train go to… 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

Follow my leader..?

It is hard to find good role models in business. Sooner or later the great and the good fall from their pedestals and the impact on those who have sought to emulate their heroes can be disastrous. Emulating someone else’s approach is often a short-term solution to the age-old (and now obsolete) question about management… Read More

Pragmatic management = transferable skills

Management isn’t a promotion; its a profession. Recognising this leads to acknowledgement that (proven) management skills and experience are transferable rather than confined to sector-specific recruitment. Of course, some sectors do require very specific knowledge, experience or qualification but, in the majority of cases, expertise, attitude and achievement provide a better indication of potential value…. Read More

Customer Experience: Missing a Trick?

The majority of customer experience (or ‘CX’) agencies focussed on solving business problems are only doing half the job. Quite rightly, they pay attention to customer needs and preferences when trying to design positive interactions, with online experience at the forefront of their thinking. Unfortunately they overlook two key factors: Customers experience services over time… Read More