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Latest customer experience publications


Customer First Live: The Dangers of Taking Your Customer for Granted

Renowned internationally as one of the world’s leading experts on customer experience, consumer behaviour, multichannel operations and e-commerce, Martin Newman is a passionate advocate for customer-centric transformation. This year, he founded the Customer First Group to help drive this transformation with consumer-facing brands.

As part of the business’s launch, a new interactive event – Customer First Live – will enjoy its debut alongside industry favourites eCommerce Expo and Technology for Marketing at London Olympia this September.


How XR is revolutionising the customer experience
AR and VR applications will creep into our everyday lives as part of the fabric of our customer experience, writes Daryn Mason The best customer experiences are often ambient; they just happen without you noticing.  To get this right, organisations need to focus on personalisation and effortless execution. And they need to do this at... Read More

Why are financial firms neglecting back office IT?

Prioritisation of customer experience is leaving financial firms exposed to systems failures and data breaches Glorious mobile experiences provided by challenger banks such as Monzo have redefined customer expectations and put pressure on incumbent financial firms to improve their outward facing tech. But spending by financial services firms on customer-friendly interfaces is coming at the expense of… Read More



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