The Power of Moments Book Review
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The Power of Moments: Book Review

This month, I've been reading Chip and Dan Heath's really excellent book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact. This is a thought-provoking book, packed with case studies and stories but also fielding a…
How Successful Startups use Customer Success
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How Successful Startups use Customer Success

For many companies, especially those providing SaaS, most of the revenue derived from customer relationships is produced post-sale. It therefore makes sense to focus on both retaining customers for as long as possible and developing these…
Why Your Business Needs Customer Success
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Why Your Business Needs Customer Success

Many of today’s businesses are focused upon customer experience (CX), but only around 22% say that their efforts are exceeding customers’ expectations. Customer experience encompasses everything from the first time someone hears about…
phs Compliance csat case study
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Putting customers at the heart of phs Compliance's service

Since its formation in 1991, phs Compliance has enjoyed substantial growth. It is now a major provider of property and facilities management services, employing over 500 people and delivering over 14 million compliance inspections across 35,000…
Forrester CX Index 2018 - Key Takeaways

Forrester CX Index 2018 - Key Takeaways

Positive customer experience makes your customers happy, appreciated and respected. And happy customers are the best marketers as they share their positive experiences with their friends, family and social circles. Customer experience (CX)…

5 New Books on Customer Experience You Must Read

The next instalment in our CX (Customer Experience) mini-series, is a short list of 5 recently published books on customer experience which we recommend for the great guidance and insight they provide. Creating a meaningful customer experience…
7 Ted Talks on How to Improve Customer Experience

7 Ted Talks on How to Improve Customer Experience

Customer experience (CX) refers to every emotional response customers have when they interact with your organisation. From their first point of contact and through every subsequent touchpoint, their experience evolves and develops. Positive…
7 CX Automation Blogs

7 CX Automation Blogs

People are becoming increasingly comfortable with automation in their online interactions and transactions. Automated systems are commonly used in payment processing, customer service and support, bank account management, insurance claims processing…
Customer Experience 3.0: Book Review
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Customer Experience 3.0: Book Review

Ahead of our visit to Forrester’s annual CXNYC event in June, I spent a long-haul flight taking notes from John A. Goodman’s Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service. Drawing on over 40 years of experience…
7 Inspiring Customer Experience Podcasts

7 Inspiring Customer Experience Podcasts

As we start to gear up towards Forrester's CX NYC event this month, we'll be writing a mini-series on all things Customer Experience. Podcasts have gained renewed popularity, largely due to the breadth of topical information that’s available…
CX NYC 2019 Conference Agenda
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CX NYC 2019 Conference - our top picks

The agenda for the imminent Customer Experience NYC 2019 conference is now available from the Forrester.com website. Here’s our breakdown of what’s taking place. (And don’t forget that this is your opportunity to come and say hello to…
Combatting MSP churn
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Combating MSP churn

We’re into the second full day of Kaseya's ConnectIT 2019 event. One of the major topics of content and conversation here at the event so far has been how to combat MSP (Managed Service Provider) churn. In a world where customers are deeply…