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News Archives - Into The Blue Consulting

Key Customer Experience Trends in 2018

1. The continued rise of the Empowered Customer This has been a trend which has been with us for a few years and will continue to accelerate in 2018. The development of technology and the growth of Social Media means that the customer has a voice, a very loud and influential voice. The smarter organisations are engaging their customers at a much earlier point and gaining their input and thoughts on their plans for the future. These are also the [...]

10 Commandments for a Successful CX Strategy

1 Leadership Leaders of the organisation must set the standard, not just ‘talk the talk’ but also ‘walk the walk’. Demonstrate through their actions, that they believe in CX and then encourage the right behaviours by demonstrating them on a daily basis, every single day. 2 Ownership Management at all levels must take ownership for their respective areas and push on with actions that will develop the CX with their teams. This is not about waiting to be told what to do, [...]