The customer journey | CX Director, Virgin Atlantic

The customer journey | CX Director, Virgin Atlantic

Reuben Arnold, CX Director at Virgin Atlantic talks about how the Virgin approach to a staple of customer experience design: mapping the customer journey.

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Designing your customer journey for minimal effort

Martin Dowson, Director CX Strategy at Comotion brings us back to basics! Read more about why investing in your customer journeys without first fixing the basics could spell disaster. Read More

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What is 'customer effort'?

Customer effort has become a buzzword in Customer Experience over the past 12 months. Nicola Millard, BT futurologist and an expert on effort, goes back to basics, and tells us how the scope and significance of customer effort are defined at BT.

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What does customer effort have to do with loyalty?

What does customer effort have to do with loyalty?

Nicola Millard, BT’s renowned futurologist, talks about the link between the two.

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