Customer Experience

Innovation & Customer Experience (CX)

What is Customer Experience (CX)? As defined by Gartner, Customer Experience (CX) is the practice of designing and reacting to customer interactions to meet or exceed customer expectations and; thus, increase customer satisfaction, loyalty and advocacy. The better the customer’s experiences, the higher the effectiveness of the CX design (DeMere, 2017). Having an effective CX…

Incremental Innovation

Incremental Innovation

Incremental Innovation – The word ‘innovation’ has become a buzzword, synonymised with ground-breaking ideas that come to mind. For decades, innovation has played a vital role in the success of many different kinds of businesses ranging from manufacturing, service, and marketing industries. Innovation has caused an intense competition for market share that continues to escalate…