Digital customer experience
Digital Customer Experience A recent Appdynamics study
Behavioural research is more important than ever
Behavioural research is more important than ever. You
5 ways to transform mystery shopping
Mystery shopping is not useful! Recently I
Behavioural science – Can a blue room really make a difference to profit?
Behavioural Science - can a blue room
User experience – the secret to improving it
User Experience - the secret to improving
Emotional Connection – The Big Lie
Is Emotion the key to customer experience
How to improve the airline customer experience
Improving the airline customer experience I’ve just been
Customer service training – 5 vital factors
Customer service training - waste of time or
Tackle workplace stress using advanced biometrics
Workplace stress – using biometrics to understand stress
Brain activity in customer research
How monitoring brain activity can help us better
Biometric research – how it can improve customer experience
Biometric Research It was recently announced that both
The naked truth about employee engagement
Employee Engagement This week we were lucky enough
Using biometrics in customer research
Using Biometrics in customer research Last week
How science can help us better understand customer experience
The psychology and physiology of customer experience In
Onboarding – hitting the ground running
In my last post I wrote about starting
Customer surveys are a waste of time
Customer surveys do not work Let’s consider the
Learn about the psychology and physiology of customer experience
Learn about the psychology and physiology of customer
Car hire customer experience
Here’s a quick story of the kind
Behavioural science CX experiment findings
Behavioural Science Experiment - People don't do what
Customer Experience Experiment
Games People Play. Your chance to take
Is car retailing dead?
Is car retailing dead? Last week Vauxhall put
3 Tripping Points of the customer experience
3 Tripping Points of the customer experience And
The secret ingredient for improving customer experience: Tripping Points
Imagine you can go beyond customer surveys and
Employee experience is more useful than engagement
Employee experience is more useful than engagement Note:
Is employee engagement a diversion?
Is employee engagement a diversion? A magician shuffles
7 Secrets of Successful Customer Journey Mapping
7 Secrets of Successful Customer Journey Mapping
7 Tips for Customer Journey Mapping Workshops
We've run countless workshops to help clients
From VIP to cattle class
Flora discovers how Liverpool Football Club could teach
Step into your customers’ shoes using ethnography
What is ethnography? Ethnography is one of the
CX Lab – what we are about
CX Lab We decided it was time to