Why CX is 21st century branding

You might have wondered how branding has changed in the digital age, or how branding in post-digital is different to pre-digital? Well, one of the easiest, although slightly broad-brush ways to describe the difference is that in the pre-digital era brands have...

Why business ecosystems matter

Mapping your customers’ journeys and identifying their touchpoints, painpoints and moments of truth is a great start to optimize your customer experience. But only if you fully understand and start to manage the underlying business ecosystem of people,...