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The latest CX insights, updates and thoughts
The New Rules of Membership Experience: 10 Imperatives for Today's Organisations
Legacy membership organisations must evolve beyond outdated models to deliver the personalised, digital-first experiences that members now expect.
The Hidden Sweet Spot: Where Better Experiences Meet Operational Efficiency
The false choice between customer satisfaction and operational costs is costing you opportunities. Here's how to find the perfect balance.
Make the Unavoidable Unforgettable: High-Stakes CX Strategies That Work
To transform high-stakes, involuntary interactions into positive experiences, design with empathy and build consistency.
Designing for high-stakes, involuntary experiences
Customer experiences can be viewed along a spectrum of choice and essentiality. How do you elevate CX when choice isn't an option?
How a CX Toolkit boosts ROI and reduces costs in Customer Experience Management
Current inefficiencies in CX are costing organisations; CX Toolkits can help.
CX Toolkits are the key to streamlining and scaling your Customer Investment
Do either of these scenarios sound familiar?
Rapid Prototyping techniques for CX design and product innovation
Explore rapid prototyping techniques and how they can enhance the customer experience design process.
Ensuring your service model goes beyond efficiency to drive sustainable customer value.
There are many types of customer service models a business can adopt. Starting with customer's needs will ensure you adopt the right one.
The new year is here, what's your aspiration for the year ahead?
As we embark on this new chapter, Raj Mendes reflects on the year that’s past and looks ahead to 2024 with a clear aspiration
Four ways AI will supercharge customer experience
A panel of industry experts weigh in on the rise of AI and its impact on CX
Are employees prioritising work or wellbeing?
Shifting workforce attitudes call for a change in Workers Compensation schemes
Part two: Disrupting design and tech with HCD and low-code
Forget keeping up – set the pace for your competitors with a new way of doing things.
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