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Change and project management – the step sisters to CX’s Cinderella?

Host by: Michelle Spaul

Date: August 18, 2022 - 5:00 pm

Location: Zoom


Fairy tales are essential and treasured across different cultures. They frequently reflect on some archetypical issue and provide perspective on it. CX itself is like a hero of a business fairy tale. But like all protagonists, its story is accompanied by various troubles. Are change and project management foes or friends in disguise to our hero? Register for Michelle Spaul's ingenious webinar on CX's "evil step-sisters" and gain new insights on this thought-provoking topic. Join us on August 18, 5 PM BST to learn all about it!

A strategy for how to pivot customer service into a customer focussed value generating engine; The Value Irritant Matrix

Host by: Gregorio Uglioni

Date: September 15, 2022 - 3:30 pm

Location: Zoom


Reducing staffing levels in contact centres and “squeezing the lemon” is a short-term measure to reduce cost, leading to a deterioration in customer relationships and, therefore, financial impact in the long term (e.g., customer churn).

In our TJC meeting, we will be talking about The Value Irritant Matrix and how it helps focus on value interactions from both points of view: the customer and the company can leapfrog how you look at your customer journeys.
Being proactive remains a game-changer, but customers are becoming more accustomed to and expect great, carefully thought-through visionary experiences.