CX Blog

We help you create the kind of experiences
that will grow your market share.

  The Good, The Bad, and The Ugly of CX  Is it just me or has CX entered the land of the Wild Wild West? Frequently labelled a ‘frivolous’ concept by the uninformed, Customer Experience actually has little to do with ‘warm…Read More

True or false: If you can’t measure it, you can’t manage it? The quote in the title of this blog was allegedly made famous by management consultant, Peter Drucker. I say allegedly because some of the internet trolls will tell you…Read More

5 components that drive customer loyalty Attracting customers is probably the hardest part of business. Retaining them is even harder. Throw into the mix a tough economic climate, and an ever-changing customer, and you’ve got your work cut…Read More

You can’t fake care Living through a global health crisis gets you thinking, especially when it comes to medical care. Why are we surprised by good healthcare service? Surely good service in the healthcare sector is a natural by-product…Read More

    A quick guide to modernising your CX Blogpost by Nathalie Schooling Don’t worry, I’m not going to harp on about how you need to use technology to improve your CX. You already know that technology has an…Read More

    POPIA – too little too late?   Blogpost by Nathalie Schooling POPIA (Protection Of Personal Information Act) is now officially in full effect. Gosh, talk about getting ducks in a row!  I have to smile at the…Read More

#Allthefeels with great CX Nathalie Schooling : CEO nlighten You’ve heard the term and may even use it loosely yourself. It gets tons of lip service in sales and marketing meetings and it’s all the rage around the company water…Read More

Why Governance is Vital for Customer Experience to thrive. Nathalie Schooling : CEO nlighten Strict regulations, the growth of technology, and an increasingly challenging marketplace mean customer experience and governance must go…Read More

Making the case for CX to the higher-ups has been one of the biggest bugbears for a lot of our clients. Believe me, we feel your pain. You are measured against KPI’s that require robust growth plans and client retention strategies. You…Read More

May the 4th (IR) be with you this Star Wars day!   As May 4th marks Star Wars day, I find myself thinking about the films somewhat anti-technology viewpoint, or rather, its message of not letting technology override human intuition,…Read More

continuous_improvement

  We live in a world of increasing customer expectations. As a result, businesses are spending more than ever before on customer experience. Between 2012 and 2017, global spending increased threefold. Last year, companies spent a…Read More

breaking down silos tile

  In all but the smallest organisations, there’s a tendency for silos to develop. This isn’t entirely a bad thing. After all, most companies rely on specialist teams to carry out key functions. Necessarily, this entails…Read More

A number won't tell you why.

  Are you deriving as much value from your customer or client feedback as you could be? Far too many companies from various industries fail to act on the feedback they receive or to interpret it efficiently, which can make the whole…Read More

nps_metric_feature

Now this might come as a shock, but I have some important research to share. Unless you’ve been living under a rock for the past few decades, you’ll be familiar with the Net Promoter Score (NPS). For many, it will be your ‘go to’…Read More

Ensuring that customers or clients have consistently great experiences in their interactions with your business is a sure path to increased profitability. Sounds simple right? And it is, but that doesn’t mean it’s easy. The way a…Read More