How to make customer experience the cornerstone of a merger

Virgin Media O2 (VMO2) recently celebrated its first birthday after a £31bn merger last June. The deal created one of the UK's largest providers with 47 million customers across broadband, mobile, TV and home phone. Rumours are also swirling about another game-changing tie-in. The FT reports that Three parent [...]

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 [...]