Playbooks in customer experience management
In my role as a consultant and adviser to companies across sectors, I am increasingly coming across and hearing about the utilisation of playbooks in customer experience managem… Read more
Business Capabilities Insights
Improved business capabilities are critical to organisational performance and survival. Read the views, experiences and discussion points from our experts.
Utilities need to improve the customer experience for B2B key accounts.
“Utilities today are facing more existential threats than ever before. Third-party providers of clean energy now offer a credible alternative to the traditional power company… Read more
Watch the Panel here – Digital Transformation In Healthcare
What does it take to lead a digital transformation in healthcare?
Wil Payne, Leadership consultant and coach of Newland Partners, chaired the second panel discussion in this ser… Read more
Digital Transformation in Healthcare – Part 2
What does it take to lead a digital transformation in healthcare?
Wil Payne, Leadership consultant and coach, chairs the second panel discussion in this series to explore experi… Read more
Top 25 CX Blogs
We are delighted to announce that the Customer Attuned blog has been included in HelpSquad‘s list of “25 Customer Experience Blogs to Add to your Weekly Reading List… Read more
Supporting clients as they manage their new homeworkers
One thing that we haven’t been short of in social media this year, has been articles and advice aplenty on how to deal with the challenges posed by Covid19, but what about articles on… Read more
Joined up Voice of Customer and Staff Studies
In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE… Read more
SASRisk to reward: Risk assessment for competitive advantage
When considering risk, the rhetoric is often around prevention. How could we have prevented the financial collapse of 2008? Or the widespread disruption caused by COVID-19? Nat… Read more
Changing customer behaviour – the impact on Learning & Development
As our business prepares to host a panel discussion ‘Adapting to new normal customer behaviour’ that explores amongst other things, the impact of the Covid19 pandemic on changin… Read more
Where have all my customers gone?
Let’s get down to basics; the majority of UK businesses will be having problems with their customer base, it just depends upon the severity of the impacts of the pandemic, lo… Read more
building a culture of customer centricity based on B2B Trust
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