Jay NichollinMake it ClearIs your expertise getting in the way of customer engagement?They say it takes 10,000 hours to become an expert. Whether you claim that title or not what is undeniable is that after 10,000 hours on…Apr 19, 2018Apr 19, 2018
Jay NichollinMake it ClearCustomer experience: The devil is in the (neglected) detailIf you’re ever looking for an example of how failing to put the user needs at the heart of technology based communication can cause…Mar 9, 20181Mar 9, 20181
Jay NichollinMake it ClearAssessing the Customer Experience ‘maturity’ of organisationsCX continues to dominate business media with a corresponding increase in the levels of awareness, knowledge and insight amongst individuals…Dec 20, 2017Dec 20, 2017
Jay NichollinUX CollectiveBeyond the win: accessing the long-term benefits of CXThe profile of Customer Experience has risen rapidly over the past couple of years, it is now accepted business wisdom that good CX…Nov 22, 20172Nov 22, 20172
Jay NichollinMake it ClearTargeting better customer experience? Apply some marksmanship principlesCustomer Experience is the key battleground for modern business, with proponents (including us!) singing the praises of improved CX…Aug 30, 2017Aug 30, 2017
Jay NichollinMake it ClearWrite clearly“I have made this longer than usual because I have not had time to make it shorter.”Apr 12, 2017Apr 12, 2017
Jay NichollinMake it ClearAssessing customer experience is simpleWe do a lot of consultancy on customer experience across a range of interaction points, which is a bit of a bullshit bingo way of saying…Apr 5, 2017Apr 5, 2017
Jay NichollinMake it ClearDisagreeing with a billionaire visionary genius.I heart Elon Musk. I really do. His focus, the things he has done, his approach, the things he says, most of them anyway. But clearly being…Mar 30, 2017Mar 30, 2017
Jay NichollinMake it ClearQuality of information = quality of experienceExperiences are judged by people in how well it met, failed or exceeded their expectations. An expectation is a vision of the future, and…Mar 24, 2017Mar 24, 2017
Jay NichollinMake it ClearOvercoming the change paradoxThere is a central paradox that humanity seems to be stuck in, that most people are terrified of change and yet at the same time made…Mar 21, 2017Mar 21, 2017
