CX Blog

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


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


  CX has revolutionised the way B2C companies do business in many industries. These days, if you’re not putting customers at the forefront of everything you do, you’re unlikely to remain competitive. The transformation in B2B…Read More

CEO of the Future Feature

Who’s the most important person in a company? If you’re thinking it’s the CEO, think again. To borrow a line, it’s the customer stupid. What customers think of you – or more accurately, how they feel about you – is the…Read More


Dear Sean, When my current contract period is up, you’ll definitely lose me as a client I’m switching to an ISP that can offer a quality product and just as importantly, good customer service. MWEB has failed dismally on both…Read More

If you lived in Europe a few centuries back, you would have accepted the statement ‘all swans are white’ as a self-evident truth. If asked for proof, you could have pointed to the fact that every swan you or anyone else had ever seen…Read More

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The coronavirus represents not just a public health crisis, but an economic crisis. The impact on businesses cannot be overstated. Many have already closed their doors. The majority of those still trading are having to fundamentally…Read More

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The world feels like an increasingly unstable and dangerous place. Ever since the GFC knocked the wind out of the global economy in 2008, it’s been one thing after another. It’s hard to believe it was only a year earlier that Apple…Read More


Your value proposition is the reason why your customers and clients choose to do business with you or buy from you rather than your competitors. It is the value that your brand and services offer that other businesses cannot…Read More


Around 80% of consumers rely on reviews to make a decision but will read fewer than ten reviews to make that decision. This means businesses can lose out based on a couple of negative comments, despite having an agglomeration of glowing…Read More

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Once upon a time, a young girl asked her mother why she cuts off the end of the chicken before cooking it. The mother replies, “because that’s what my mother used to do”. So, the young girl asked her grandmother why she cut off the…Read More

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The First Industrial Revolution was all about steam trains and manufacturing, complemented by a second revolution made up of mass production, steel and electric. This was followed up with the self-explanatory digital revolution. And…Read More

Nothing to Declare: Thomas Cook preview

It can’t have escaped your notice that Thomas Cook - the UK’s oldest holiday company of 178 years trading - went into administration last weekend. Aside from the tens of thousands of passengers stranded on holiday in countries from Cuba…Read More

The majority of companies that measure customer feedback do exactly that – they measure . Data for data’s sake doesn’t help anyone. It’s incredibly rare that organisations really get into the real nitty gritty of listening to their…Read More

CYBERSPACE CAN BE LONELY_nlighten article_July_2019

Digitising consumer interactions was supposed to give the customer what they want - instant access to information and communication. To a certain extent, it does. Most businesses now communicate with their customers through various online…Read More