Author: Stephen Hewett

To go from bad CX to good CX, it’s time for organisations to ‘Think different’

CX has seen a major shift away from product-centricity into customer-centricity, as befits the new, consumer-enabled digital world – especially true today. A poorly implemented CX initiative is often worse for both customer and business than having no CX initiative at...

How to Be Prepared for Emerging Customer Needs in a Post COVID-19 World?

Take time now to prepare for change and get ahead of the curve by anticipating the evolving needs of your customers. A common understanding of customers’ needs and a consistent method for measuring those needs is critical for businesses to...

What Are the Emerging Customer Needs Post COVID-19?

Research shows that today’s wants become tomorrow’s needs. Great organisations respond by thinking strategically about emerging needs. What your customers need from your business may be dramatically different from a few weeks ago. This applies to both B2B and B2C and...