Digital Exclusion – Digital Self Service

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


The Power of Slippers

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


5 reasons you should map your customer journey even if you’re not ready yet to start a full-blown CX transformation programme

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


CJC selected to work with BiGDUG

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


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