by Colin Shaw | Jul 5, 2012 | Customer Experience
The customer experience area known as User Experience is about to get a technological booster injection, the likes of which we have not seen since the tablet was introduced. As users we currently are literally connected to our devices. We literally have to touch them...
by Colin Shaw | Jul 4, 2012 | Customer Experience
One of the key questions I am always asked is ‘How do you gain senior management buy in’? Given I have been dealing with Senior Executives for 15 years on the subject of improving the Customer Experience I thought I would share my top five insights. 1. Realise that...
by Colin Shaw | Jun 28, 2012 | Customer Experience
I believe business is at a turning point and this will affect the way organizations have to deal with the Customer Experience. Let me explain, we all know people are habitual creatures, we do the same things until something occurs that makes us change. This change can...
by Colin Shaw | Jun 25, 2012 | Customer Experience
The recent problems Natwest have had with their Online Experience – http://www.bbc.co.uk/news/business-18575932 – only goes to show how critical it is for firms to look at their Website not as some near-commodity product divested to IT with a limited...
by Colin Shaw | Jun 25, 2012 | Customer Experience
Having worked in Customer Experience for many years, one of the things that most strikes me is the level of confusion that surrounds the term; I mean what does ‘Customer Experience’ mean anyway? As one of my colleagues put it, there are a lot of people talking a lot...
by Colin Shaw | Jun 18, 2012 | Customer Experience
I bear the scars. In my last role in corporate life, some ten years ago, I was asked by the CEO to ‘Improve the Customer Experience at least cost’. I thought of it as a great honour and a challenge I relished. Only one problem -I was given responsibility without...
