Why Your NPS Isn’t Improving (And What to Do About It)
January 21, 2026
What problem are you actually facing? Leaders want a higher Net Promoter Score and a story the board believes. Customers want tasks to complete quickly
How to Build a Voice of Customer Program That Drives Action
January 21, 2026
What is a Voice of Customer program and what problem does it solve? A Voice of Customer (VoC) program captures customer signals, turns them into
Channel Switching: Why Customers Abandon and How to Fix It
January 21, 2026
What is channel switching and why does it explode effort? Customers start in one channel and jump to another when progress stalls. Channel switching raises
Omnichannel Customer Experience Strategy: A Practical Framework
January 21, 2026
What is an omnichannel CX strategy and why does it matter now? Executives seek growth, efficiency, and trust. Customers expect continuity when they switch from
Customer Portal vs Mobile App: Which to Prioritise
January 21, 2026
What choice are you really making? Leaders decide whether the next dollar buys a better browser experience or a native app. Customers judge the result
Digital Transformation for Customer Service: Where to Start
January 21, 2026
Why service digitisation starts with outcomes, not apps Leaders want lower cost to serve and higher trust. Customers want fast, simple resolutions. Digital transformation succeeds