Thought leadership in Customer Experience Management

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Total Customer Experience Management Infoposter

Building a Customer Experience Management Practice

By David Jacques

Summary of the seminal article "Customer Experience Transformation and Management" with new infoposter. High-level action plan to building a sustainable customer experience management practice. Read more >>


Latest Articles

Loyalty Programs Don’t Drive Loyalty (Part 2): Why?

David Jacques | 22 January 2014
Loyalty Program Road Sign - Part 2

Inability to deliver a good customer experience consistently is the reason many companies implement loyalty programs, and also the reason why they don’t work.

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Loyalty Programs Don’t Drive Loyalty; Customer Experience Does

David Jacques | 18 October 2013
Loyalty Program Warning Road Sign

Recent studies show loyalty programs are not effective at creating customer loyalty, but customer experience improvements are.

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The Widening Gulf of Customer Experience

David Jacques | 6 June 2013
The Widening Gulf of Customer Experience

With the increasing popularity of the term customer experience also comes confusion on its definition, giving the advantage to organizations that understand and have a genuine commitment it to further differentiate themselves from those who don’t.

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Where Does Customer Experience Management Fit in an Organization?

David Jacques | 2 November 2012
Customer Experience Management Org Chart Puzzle

Customer experience is a multichannel, cross-departmental concern and while every department in the company affects the customer experience, the role of managing it should belong be a new, separate function with leverage across the organization.

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