Are you struggling to improve customer retention through better customer experiences? Frustrated that improvements to the customer journey requires huge effort and cost, and doesn’t seem to be working out? We take a look at the importance of team work across business and information technology for delivering excellent Customer Journeys. What are the likely organisational […]

The widower and the roof – would you buy from this insurance company? How does a customer journey impact customer retention, and how might internal IT issues be impacting the customer’s experience? Would you buy from this company? A retired widower contacts his insurance company because recent snow fall has dislodged a roof tile and […]