When incoming JAX Tyres & Auto CEO, Steve Grossrieder, took the reins in 2017, he soon discovered the company had been quite good at customer service, yet was lacking the consistency of an embedded customer experience platform and approach.
Insurance business, DUAL, tapped video to promote mental health awareness, celebrate events, brief staff and stakeholders and keep its unique internal culture alive during the coronavirus lockdown.
InMoment has launched Experience Intelligence (XI), a new platform that brings together a collection of software and services designed around the concept of owning and improving the key moments in customer and employee journeys.
A focus on safety, adapting products to circumstances and recognising the dotted line between employees and customers were common refrains from Hugo Boss and Post Office UK during this week’s Qualtrics 'Work Different' event.
La-Z-Boy has been around for nearly 100 years. However, in the 1990s, the recession and various competitors manufacturing overseas hit the company hard and it decided to switch up its marketing to attract more affluent and younger buyers, as well as women.
Many companies have not comprehended the full extent of EX and those responsible for improving EX are HR individuals rebranded as EX professionals. This leads to EX professionals performing the same activities they did as HR professionals.