Demystifying topics around creative process & development

Is the Next Customer Experience (CX) Revolution Creative-Led?

Customer experience (CX) is a relatively young, ever-changing discipline. Evolving from customer support and marketing, customer experience traditionally focused on governance and management. However, more creative professionals and even branding...

CX Fundamentals to Boost Employee Experience

The correlation between employee experience and business growth is undeniable. However, many still struggle with ‘out of touch’ or outdated employee experiences. Much like customer experience (CX), companies should create...

Building CX Certainty in Uncertain Times

Cut costs, bolster customer experience, innovate within selected categories? For brands and businesses, uncertain times is like building a planet in an astroid belt. But let’s pause for a bit....

Creating a Guest Experience Roadmap

There are constant improvements needed within hotels. Ensuring guests are engaged, satisfied and delighted is high on the list. However, it’s impossible to do everything at once. A guest experience...

Customer Persona Fundamentals

All brands and businesses have customers. Teams across all organisations use data about customers to create projects and make decisions. Sometimes this information is uncentralised or inferred. Let’s change that....

Customer Journey Mapping Overview

The infamous customer journey map. You know you need it, you’ve probably googled it, but then - now what? As a CX consultant, I do these maps all the time,...

What does a Customer Experience (CX) Consultant Do?

A brand is an experience. This is why customer experience (CX) consultants, managers, designers and strategists are becoming more prevalent and popular amongst brands and businesses. However, the entire practice...

What is Guest Experience (GX)?

The hotel sector is more competitive than ever. Boutique hotels, Airbnb, new technologies, local culture obsessions and much, much more raised guest expectations. Guests are able to book anything, anywhere...

What is Customer Experience (CX)?

Today, there’s a lot of talk around customer experience. However, customer experience has been around for decades, even centuries. Now, customer experience (CX) is a key component of a brand...