March 10, 2017
Customer Experience in the Spotlight
I recently had the opportunity to speak on camera with Jeremy Maggs, a local business…
Read More
January 17, 2019
On-ramps, off-ramps and customer experience ROI: CX Mini Masterclass – E23
This CX Mini Masterclass explains how you can use your customer journey map and understanding…
Read More
January 11, 2019
Calculating Customer Lifetime Value: CX Mini Masterclass – E22
This CX Mini Masterclass covers the concept of Customer Lifetime Value (CLV), how to calculate…
Read More
January 3, 2019
Fostering support for CX Strategy: interview with Marnitz Van Heerden – E21
Marnitz Van Heerden, the Group Head of Customer Experience a Hollard Insurance shares his perspective…
Read More
December 27, 2018
How to map the customer journey: CX Mini Masterclass – E20
This CX Mini Masterclass is the third of a 3-part installment on the topic of…
Read More
December 20, 2018
Prepare for customer journey mapping: CX Mini Masterclass – E19
This CX Mini Masterclass is the second of a 3-part installment on the topic of…
Read More
December 13, 2018
Customer journey map – start here: CX Mini Masterclass – E18
This CX Mini Masterclass is the first of a 3-part installment on the topic of…
Read More
December 6, 2018
Airline customer experience management: interview with Iain Meaker – E17
Iain Meaker, the Executive Manager for Tourism & Hospitality at Comair/British Airways shares his thoughts…
Read More
November 29, 2018
Customer touchpoints, experiences and journeys…oh my! CX Mini Masterclass – E16
This CX Mini Masterclass explores the concepts of customer touchpoints, experiences and journeys. The term…
Read More
November 22, 2018
The difference between customer experience and customer service: CX Mini Masterclass – E15
This CX Mini Masterclass clarifies the difference between customer experience and customer service. Confusion around…
Read More
November 15, 2018
What is customer experience: CX Mini Masterclass – E14
The inaugural episode of Julia’s CX Mini Masterclass series tackles a question that goes straight…
Read More