Over this past year, there has been tremendous focus on companies becoming customer centric and delivering a positive customer experience. Unfortunately there are a few deficiencies with some of the current thinking and approaches to creating a B2B Customer Experience. If B2B companies are to retain and grow their business customers that ultimately is the … Continued
As we approach the end of 2015, many businesses will be looking at their growth objectives and plans for 2016. While consultants and management all talk about the need for effective planning and execution to achieve objectives, the results of recent studies by Forrester Research and KPMG reveal that while many companies are indeed … Continued
Recently Forrester Research released the results of its study, The State of Customer Experience Maturity in 2015. This study states that despite customer experience being deemed a top strategic priority in many Australian organisations, over 70% of large Australian companies are failing to align customer experience strategies with their overall business strategies. If companies … Continued