Customer Experience

Does Your Privacy Strategy Build Trust?

Not only is it over a year since GDPR came into force, but it is also twenty years since Seth Godin’s book Permission Marketing introduced the concept of marketing with consumer consent in a pre-GDPR world. Godin was well ahead of his time. As...

Customer Experience is a Rollercoaster

It was no small effort getting to the Forrester NYC CX conference this year. The unusually bad weather and the helicopter accident on the roof of the building next door put a serious glitch in our seemingly simple plans. Our journey curved us...

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