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Our Insights

June 19, 2018

There are plenty of reasons why data is a CX pros best friend, and even more reasons why the data team is one of CX pros best friends in the organisation. We came up with 3 reasons why.

October 13, 2017

I've been asked to present the future of CX and the image above came to my mind. A bit dystopian I admit, however, there is no doubt that technology, in its many forms, has made things easier for us. Even to a point where there is a genuine fear that technology may replace not only the jobs that are process-driven but also the jobs where human interaction...

September 5, 2017

"Do you also look at other experiences, not just the experience of the customer?"

I was asked this whilst interviewing a potential candidate to come on board my company. What struck me was throughout the interview, I mentioned the customer's experience as a pillar, however not once did I mention that in order to deliver a great customer experience, we need...

May 2, 2017

Store attendants welcome the first customers of the day as doors open at the Mitsukoshi department store, operated by Isetan Mitsukoshi Holdings Ltd., in the Nihonbashi district of Tokyo on June 29. | BLOOMBERG

This is one of a series of observations I've gathered from a short time in Japan, and even in that short span of time, I've learned countless lesso...

March 20, 2017

Customer Experience (CX) used as a tool to ensure Agile development teams are building the right solution for the customer and their needs.

February 9, 2017

After doing some work for charities over the course of my career, I noticed that although they were very tuned in to their donor base, there was still a lot of opportunities for them to improve, innovate and differentiate from the rest.

Based on this experience, I decided to conduct a bit of research of my own and produced my own high level Donor Experienc...

October 10, 2016

Recently, CXD Labs embarked on a customer journey mapping exercise with a telecommunications company and the outcome of the analysis resulted in a handful of recommendations for the executives to consider. All the recommendations had its own challenges, but backed up by customer feedback, data and analysis, we believed that the recommendations would make...

June 26, 2016

McKinsey and Company recently released a report they've been conducting since 2008 (US Consumer Sentiment Survey), the report I've enjoyed reading in particular is the "Meet today's American consumer", discussing certain consumer behaviours based on the current economic climate in US (and comparing certain elements with global trends).

In CXD Labs, we love...

October 15, 2015

Uber has gained a global following by releasing a mobile application that has disrupted the taxi industry. Alongside other comparable companies such as airbnb and Zappos, these companies tackle problems with the customer experience at its core.

So we thought what better way to demonstrate what we can produce by presenting to you the journey of a typical Ub...

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