Moments of truth
Nick Brice investigates what lies at the heart of the customer experience
Day 5 May 2015
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Analyse your service hotspots
Sarah Cook and Steve Macaulay provide practical tips on how to help create a great customer experience
The sales academy
Tim Royds explores the concept of the sales academy as a strategic tool
“If you build it, they will come”
Transforming a major corporation’s business model requires a change in development approach. SAP’s Axel Ferreyrolles talks to Nick de Cent
Culture building
Creating a customer-centric culture reaps rewards, as Jane Sparrow explores
Relationship starvation: is there a cure?
David Freedman reminds us of the importance of relationship building in modern sales roles
Seven guidelines for ensuring a better online business programme
Educational providers need to double their efforts to be executive-centric, implementing dedicated design, production and delivery techniques to create a learning experience that generates measurable impact. Anything less will not do, Paul Hunter says
Firms need to understand the neuroscience behind customers, psychologist says
Shaw believes businesses are in reality in 2015 still just applying a cursory nod to the impact of neuroscience on retaining and attracting new customers
