Embracing Empathy for Better Outcomes
Better outcomes are the result of the capability to change perspective, and that informs more effective decision making
Customer Experience
Does your customer experience deliver your brand promise?
Service brands live or die during the customer experience. Because service brands are based, literally on delivering services, customer experience is the only way that they can be differentiated in the market. When your customer has a distinctive and positive experience it demonstrates that your organisation’s promise is real, not just a claim or a communications tagline. When …
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How to start making the case for investment in customer experience [White paper]
How to start making the case for investment in customer experience [White paper] Making the case for investing in and improving CX has never been more rele
Customer and Employee Experience – A case of chicken and egg?
Customer and Employee Experience – A case of chicken and egg? A heartening 78% of businesses in Ireland take action based on customer feedback…
Irish organisations lag behind their international business counterparts on the CX maturity curve
Irish organisations lag behind their international business counterparts on the CX maturity curve Customer Experience (CX) maturity models
CX on the cusp: The state of customer experience management in Ireland
CX on the cusp: The state of customer experience management in Ireland Hear the key findings from our recent CXPA Survey exploring the state of CX in Ireland
Customer experience challenges in Ireland today
Customer experience challenges in Ireland today I’m writing this article fresh from a visit to Specsavers
Customer experience fad or future for Irish businesses
Listening to Aisling Hassel, Head of Global CX at Airbnb at the recent CX event organised by CXPA Ireland was inspirational. Airbnb are true game changers and not just in how they have democratised travel. In our context, they have motivated and enabled employees to deliver a powerful customer-centric strategy based on that most precarious …
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CX Strategy – learning from Siobhan Hennessy at Musgraves
Siobhan Hennessy speaking at CXPA Ireland Siobhan Hennessy, Head of Customer Experience at Musgrave speaking at a recent CXPA event shared the alarming statistic put forward by Bain that eight out of nine global customer experience programmes fail. Working as a consultants in the Irish context we at W5 see significantly better rates of success …
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