All the CX professionals we meet tell us it is difficult to turn CX insight into change that delivers tangible business benefit. Of course there can be many different reasons why CX work is not producing results as fast as it could.  Barriers we have seen recently include: Picking the wrong battles Not using the… Read More

Is it time you took a closer look at how well your organisation sets customer expectations? We all know that customer satisfaction equals performance minus expectation* (S = P-E) but when was the last time you took a detailed look at how well your organisation sets expectations? We were lucky enough to do that very… Read More

Much academic research focuses on corporates and given our extensive work in Social Housing it was nice to read McKinsey’s recent research with 20,000 people in seven countries (US, Canada, UK, Germany, France, Mexico and Dubai) using some 140 different public sector services. The research found that for every organisation sampled improved CX has a… Read More

Should digital exclusion change your digital transformation plans? Social Housing organisations considering a move towards digital self-service may worry about digital exclusion.  Few valid email addresses, low take up of digital services and an older customer profile can all set alarm bells ringing. Some Clients estimate that 40% or more of their customers may not… Read More

It might sound obvious but the end of every customer journey mapping project raises the same question; what do we do now? This is born, in large part, out of the sheer diversity and volume of change opportunities Customer Journey Mapping uncovers.   For us the answer is determined principally by the organisation’s capacity for change,… Read More

You never know what you’ll learn when you spend time networking with fellow CX professionals in an informal environment.  It’s often surprising and almost always valuable. At one of our recent networking events for CX professionals, Nationwide revealed the power of slippers to get colleagues to step out of their corporate mindset and into their… Read More

All the companies we work with aspire to transform their customers’ end-to-end journey but many are a long way from securing the resources they will need to deliver a large scale CX transformation programme.   In this position is it worth mapping the customer journey? Journey mapping is undoubtedly the best way to identify and… Read More

Customer Journey Consultancy are delighted to be working with the lovely team at online retailer BiGDUG who provide storage solutions that bring order to garages, offices, vans and warehouses everywhere. On a personal note I, like hundreds of thousands of other UK Dads living in the warm, chaotic embrace of domestic mayhem, am a grateful… Read More