Improving customer experience and reducing costs to serve at the same time sound contradictory objectives. Surely improving customer experience requires a larger investment in it? Yet in some instances, I believe it is possible to achieve both at the same time. Last year I wrote a couple of blog posts

For anyone engaged in analytical marketing, creating a 360-degree single customer view (SCV) is nudging the top of your ‘to do’ list. Why shouldn’t it be? Knowing a lot about your customers can never be a bad thing, surely? But is a holistic view really necessary? Before we go there,

Deals don't always come to a happy end, and that is often a result of poor customer experience. It costs billions to companies, and what is worse, the customer might go with another supplier not only this time but also next time. How then, do you create a customer experience