Towards Customer Obsession

In a recent interview with Tech2, Ashutosh Sharma, VP and research director at technology and market research company Forrester, decreed that organisations “need to go beyond customer-centric to become customer-obsessed” as part of the ongoing digital transformation. …digital transformation… Read More

Building an Internal Design Team

A recent post by Nova Franklin of Meld Studios highlights the issues with finding appropriate talent when trying to build an internal design team. People with skills in service design, human-centered design, design thinking, experience design, as well… Read More

IAG and Design Thinking

Check out how IAG are embedding Design Thinking within their organisation.

Innovation at Nordstrom

Nordstrom is a recognised leader in Customer Service and the Nordstrom Innovation Lab is an example of why. Check it out here… and for a more detailed look…  

Big Corporates Becoming ‘Customer Centric’?

A recent article on CMO, recently articulated what one big Australian Corporate, AMP, is doing to become customer centric. The company kicked off the journey in 2013, appointing its first chief customer officer, Paul Sainsbury, as well as… Read More

Three P’s of a Customer’s Experience

The folks at Disney Institute remind us that exceptional customer service or more accurately the customer experience, is more than just great customer service delivered by people. In fact, exceptional service derives from the intersection of process, place… Read More

The Wood for the Trees?

With all the material that is generated in respect to being Customer Centric, or Outside In, or Customer Experience Management, etc, it is easy to forget what matters most. Christopher Frawley reminds us in no uncertain terms, that… Read More

Hearts, then Charts

A few months ago US based consultancy, Be Almighty, released a whitepaper entitled Hearts, then Charts. Its focus is on executing Customer Centricity. The ‘age of the customer’ was to usher in a new era of organizational focus… Read More

A Remarkable Experience

Customer Experience blogger, Annette Franz, recently commented on the common mistake of the ‘herd’ following the leaders of customer experience instead of forging their own paths. Franz sites the following research… A few years ago, researchers at Leeds… Read More

Customer Journey’s As Products

A recent Harvard Business Review article, Competing on Customer Journeys, has highlighted the shift to treating Customer Journey’s as products that are sold. The following example is an excerpt from the article… Consider how one company, Oakland-based Sungevity,… Read More

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