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CX Basics

Are your C-suit executives the biggest VIPs in your company? Then heaven help you!

Invisible heroes Staffino’s co-founder, Tomáš Rosputinský, used to explain why children never want to become call centre agents or shop-floor assistants. One of the reasons, he explained, was that those professions lacked heroes.

20 clicks for a bunch of bananas? Welcome to CX hell!

“What was your last shopping experience like?” I raised this question in my non-CX expert bubble. Can you guess what the most common answer was…? If your answer has something to do

mid the cx gap

Is your Customer Experience (CX) Strategy Purely Academic?

The 2018 Consumer Action Monitor Report (CAM) from Ombudsman Services highlights a growing trend in consumers; Passive Consumer Action .  The Report shows that despite the trend for businesses to flirt

customer insight, customer happiness, customer satisfaction, customer feedback

What price Customer Happiness? The quantifiable cost of qualitative Customer Experience.

At first consideration, Customer Happiness can appear a purely qualitative idea with little place in quantitative business considerations. A ‘nice-to-have’ rather than a basic requirement; and certainly not something which