Is Emotion the key to customer experience differentiation? There appears to be a popular narrative at the moment about the need for brands and experiences to create positive emotional connections for customers. Emotion and customer experience appear to be key partners. Only recently Forrester announced: “Emotion Holds The Key To Achieving CX Differentiation -
Customer service training - waste of time or good investment? For many organisations looking to improve the customer experience, one of the go-to solutions is to jump to training the front line teams, whether they be working in a contact centre, retail, sales teams, B2B or B2C. This well-trodden route seems like an easy
Workplace stress – using biometrics to understand stress and build resilience Last month the health secretary intimated that the NHS would struggle to cope with demand over the next 10 years and that the health of the nation would depend on individuals and organisations. Whatever your political standpoint, it is clear that the health
This week we were lucky enough to be invited to the Lush showcase event in Manchester. Primarily focused on engaging Lush employees, they invite every manager from every store across the world to a spectacular event celebrating everything lush about Lush. It’s a cross between Alice in Wonderland and Charlie & the Chocolate Factory.
Customer surveys do not work Let’s consider the advancement in behavioural science which broadly tells us that most of our decisions in life occur unconsciously. Even those big conscious decisions (who to marry, which house to buy, fast car vs one that fits the children etc) are influenced by our unconscious, inbuilt bias, past
Learn about the psychology and physiology of customer experience in a recent webinar from Pearson Business School. The webinar features Dr Harry Witchel from Brighton & Sussex Medical School, Sam Johnson from M&S and our co-founder Tim Routledge discussing how neuroscience and physiology are key elements in customer experience. Dr
Games People Play. Your chance to take part in our simple yet ground-breaking experiment to further the understanding of human behaviour… Most customer experience approaches have been developed through conventional research from customers and employees. These traditional methods ask people about what they do and the reasons why. CX Lab is seeking to challenge