Author: Lynda Kershaw

Oiling the Wheels: Devising a Friction-Free CX Strategy

Going frictionless – finding and removing pinch-points and problems to create a hassle-free Customer Experience – is likely to figure highly this year for companies wanting to improve the way they engage with customers. If you can do this successfully...

7 Customer Experience Approaches that Are Dying Out Fast

The choice and freedom available to consumers in the wake of the online revolution has forced brands to work harder to acquire and retain customers. Companies are throwing everything at the challenge of delivering a superior customer experience with the...