Ed Thompson

The importance of customer experience in a winner takes all world

Published on: May 30, 2018
Author: Olivier Njamfa - CEO & Co-Founder

Trends such as digitalization, the rise of the experience economy and globalization are impacting every market. Network effects and the internet mean that businesses can now operate at greater scale, serving more consumers in more countries than ever before. This is leading to a ‘winner takes all’ world where gaps are growing, even between top organizations

Coping with disruption through AI and human customer experience

Published on: May 11, 2017
Author: Olivier Njamfa - CEO & Co-Founder

This week’s Gartner Customer Experience & Technologies Summit (10-11th May 2017) provides everyone in the sector with the perfect opportunity to take stock of the current state of customer experience – and to help CX teams to plan for the future.

Transforming the customer experience in 5 steps

Published on: June 17, 2016
Author: Pauline Ashenden - Demand Generation Manager

Last month’s Gartner Customer Strategies & Technologies Summit provided a perfect opportunity to review where the customer experience market currently is – and to look forward at the next challenges and opportunities for companies. One of the key points raised is that while senior managers now understand the importance of customer experience, many are unsure...