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Why smaller companies have a unique advantage in delivering outstanding CX

If we want to build organisations that thrive, we must remember that empathy isn’t just good for people- it’s good for business too.

The ability of organisations to deliver a seamless customer experience is a fundamental necessity in today's highly competitive markets.

Scientific methods offers invaluable insights into customer behaviours and trends, but fail to fully capture the essence of human connection

Can AI and data analytics really replace first-hand customer feedback?

Introduction: In the world of business metrics, the Net Promoter Score (NPS) has long been a popular choice for measuring customer...

Having worked for a company whose brand was based on cutting-edge technology it is sometimes a useful exercise to stop and remind...

When evaluating customer satisfaction scores, don't fixate on the number. Become obsessed with fixing the issues!

If you talk to the owner of the corner store or a small family-owned store or business and you mention Customer Experience, you may well...

One day we delivered a component for a piece of engine equipment that required testing on a testbed. During this test in the customer's...