Thought leadership, research, and practical insights on customer experience, employee experience, and business strategy.
In a world obsessed with tracking, should websites abandon cookies? Exploring how privacy-by-design creates better customer experiences and why transparency matters more than data collection.
Read more →Discover the story behind Segmentor.app, a two-year journey from a hotel room sketch to a powerful Apostles Model builder. Learn how customer segmentation, data privacy, and ethical web development principles shaped this innovative CX tool.
Read more →How do we build a bond with our customers? This is not a small question. While generic advice from keynote speakers may be valid, it often doesn't apply to your particular case. The answer lies in personalisation—creating bonds one customer at a time, one experience at a time.
Read more →Your dream .com is owned by a squatter demanding £20k+? You're not alone. Why paying the ransom is outdated thinking — and how to launch stronger without it.
Read more →Restrictive 'unopened box only' return policies are killing customer trust and handing competitive advantage to Amazon. Discover why customer-friendly return policies drive long-term business success.
Read more →Cookie consent banners have become a customer experience nightmare. Discover how GDPR compliance, cookie tracking, and privacy-by-design impact user experience and learn strategies for transparent data privacy that builds customer trust.
Read more →Discover why the Kano Model isn't just for product development. Learn how this powerful framework transforms customer experience strategy by categorising features into Must-be, Performance, and Attractive requirements.
Read more →Build successful CX programs that go beyond surveys. Learn how cross-functional teams, customer intimacy, and employee engagement create sustainable customer experience improvements that drive revenue and customer retention.
Read more →Forcing mandatory survey responses destroys data quality and creates survey fatigue. Learn why allowing optional questions improves response rates, data accuracy, and customer experience in market research and customer feedback collection.
Read more →Explore how colour-coding in NPS® surveys distorts customer feedback and affects organisational insights.
Read more →Closed-box-only return policies create poor customer experiences and reduce sales. Discover why restrictive return policies damage customer trust, hurt retail strategy, and fail to protect businesses effectively.
Read more →Explore the 'wrong customer' dilemma in customer experience strategy. Discover why customer segmentation matters, how to prevent difficult customer relationships, and strategies for managing unprofitable customers while maintaining customer centricity.
Read more →Discover how customer service segmentation improves resource allocation in call centres. Learn to segment customers by knowledge level and urgency to optimize service efficiency, reduce handling times, and improve customer satisfaction.
Read more →Discover strategies to enhance customer experience, boost retention, and leverage insights for effective business growth.
Read more →Discover the fascinating origins of customer experience, from ancient Babylonian complaints to modern CX practices, and see how customer service has evolved over 4,000 years.
Read more →Discover key lessons on loyalty through an insightful NPS® comparison with real customer actions and behaviours.
Read more →Is it more profitable to acquire new customers or retain existing ones? Discover why new-customer-only discounts may hurt your bottom line and learn data-driven strategies for customer retention vs acquisition campaigns.
Read more →Explore how feedback bias impacts innovation in exclusive services and personal relationships, hindering business growth.
Read more →Explore the Apostles Model's relevance in understanding modern customer behaviour and enhancing satisfaction.
Read more →Explore how customer feedback surveys can skew perceptions and impact business decisions. Insights from Xperience 360.
Read more →Explore how clear survey design enhances customer experience data accuracy and drives effective insights for better decision-making.
Read more →Explore the differences between NPS® and satisfaction for effective CX strategies and seize the opportunity for improvement.
Read more →Discover why understanding customer needs is vital for a successful CX programme. Enhance your approach with our ultimate guide.
Read more →Discover why a deeper approach to customer insights is essential for enhancing CX beyond just surveys.
Read more →Discover how relying on a single provider can negatively impact your online shopping experience and customer satisfaction.
Read more →Discover how a structured complaints process enhances feedback and drives customer experience improvement.
Read more →Learn how to effectively gather feedback through surveys and other effective methods to improve customer experience, gaining valuable insights.
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