What Is Customer Experience Management?

I recently searched the internet to find a simple definition of customer experience management and failed miserably. I found helpful definitions, but they seemed a little over complicated. Here is my attempt at defining the term: The processes, software and strategies adopted by an organisation to accomplish excellent customer experiences.  There are several elements that …

Key Lessons From Ralph Lauren’s Digital Customer Experience Shift

Ralph Lauren Leads a Digital CX Transformation  An article was recently published reporting on Ralph Lauren’s digital transformation. The company has focused on elevating customer experience (CX) by improving it’s online presence and leaning into innovation.  As a result, Ralph Lauren reported a 52% acceleration in digital sales, increased customer acquisition and have ranked number 5 on Gartner’s top …

How To Create Inclusive Team Meetings For Traditional And Hybrid Work Environments

It’s All About Culture  Before transitioning into entrepreneurship, I worked at two major corporate companies. I remember plucking up lots of courage to share any ideas in meetings. On many occasions, I simply wouldn’t share anything because of fear, anxiety and a lack of confidence.  Here’s the thing, the best ideas come from both senior …

How To Transform Customer Experience In Your Business As We Enter The New Normal

Three Simple Steps Customers are looking for companies that deliver exceptional customer experiences (CX). To stand out amongst the crowd, it’s time to invest in what matters the most; your customers and how they experience your brand.   This post will set out 3 simple steps which your business can take to improve CX. By implementing …

How To Influence Your team To Provide Exceptional Customer Experiences

The Struggle Is Real Customer facing roles can be extremely exhausting, hard work and frustrating at times. Customer facing teams are in constant demand and under a considerable amount of pressure every day. COVID19 has added an extra layer of pressure as customers face challenging circumstances, reduced household incomes and a general feeling of uncertainty.  …