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Is Trustpilot ending the need for company driven CX feedback and systems?

February 21, 2022 niallrae

Consumer’s reliance on customer reviews is clear and given the variability of alternative trusted sources on the Internet, not likely…

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Time for a CX refresh?

January 22, 2021 niallrae

When we start working with a client we always recommend a CX audit to check where they are at that…

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How Agile is putting customers at the heart of the organisation

January 4, 2021 niallrae

As part of our continuing series of blogs around the importance of the customer and employee journey, Niall and Steve…

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How the employee journey is changing in the face of Covid 19

June 22, 2020 niallrae

To survive the current crisis many businesses have either gone into hibernation or radically changed their working practices. Early efforts…

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How do airlines meet customer expectations in a Covid 19 world?

June 8, 2020 niallrae

Over the half term week the sun was shining and people headed to the beach, but not the beaches of…

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Driving customer journey improvements in real time

November 21, 2019 niallrae

We are often asked for examples of how companies can achieve Holistic CX and what are some of the tools…

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Filed under: customer journey, holistic cx, process mining

How Employees drive CX

November 19, 2019 niallrae

As experts in CX and how employee initiatives drive it, Steve and Niall will describe how mapping the employee journey…

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Holistic CX

January 15, 2019 niallrae

Holistic CX is the direct-to-consumer recipe for growth that is being adopted by smart leaders everywhere Most of us would…

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