Long Reads – White Papers2021-01-15T11:28:08+00:00

Long reads | White papers

Grounded: CX lessons from the summer flights fiasco

Travellers have regained their confidence to fly again. But for some, trust that they will ever take off has been broken. The summer flights fiasco continues. The mayhem could go on for months. Nevertheless, there are valuable CX lessons for airlines and airports (two reputations are at stake – each [...]

Customer journey mapping: time for a rethink

Even in normal times – and we live in anything but normal times – there are aspects of customer journeys that you won't have seen or anticipated. New journeys need to be identified and pieced together - end to end. But the methods most companies still use are rooted in [...]

How to drive customer experience ROI through insurance analytics

There is a customer experience fault line running through most insurance companies based on a weakness around customer data, analytics and predictive modelling. The fault makes it difficult to develop a CX improvement plan and a measurement framework to track the business impact and ROI on initiatives. [...]

Why there’s a CX empathy gap and how to close it

We humans are not limited by rational thinking. We can be unpredictable. The decisions we take are weighted by our emotions. We use emotional intelligence (EI) to understand, use and manage these emotions in positive ways. Empathy, the ability to understand and relate to the thoughts and feelings of another [...]