How can organisations use AI to deliver better customer service

In today’s fast-paced and ever-evolving business landscape, delivering exceptional customer service is paramount for organisations to thrive. As customer expectations continue to rise, companies are turning to Artificial Intelligence (AI) to revolutionise their customer service efforts. AI proves to be a game-changer, enabling organisations to not only meet but exceed customer demands.

Voice Search Optimisation – Best Practice and Strategic Insights

In this article we delve into the importance of voice search optimisation, best practices and why it’s relevant for B2B organisations.

Customer Experience Trends for 2024

In this blog article Fresh Nous Director, Celia Felgate, reflects on the existing and new things taking CX by storm in 2024. Discover the big 5 customer experience trends to watch this year.

Online reviews: vital feedback or fraud magnet?

In this blog article. we discuss the significance of online reviews, the challenges posed by fake reviews as well as the responses being taken to combat them.

Customer Personas: B2B vs B2C

In this blog article, we’ll discuss the differences between B2B and B2C personas and how to create a B2B personas that will help you unlock more conversions.

Customer Journey Mapping – Part 1

Customer Journey Mapping has become an incredible tool for envisioning the customer’s experience, but why? How do you create them and what is the best way of going about it? Why journey map? Journey Mapping is an essential tool when it comes to...

What CX Leaders Need to Know About the ‘Everything Customer’

The term “everything Customer” was first coined by the ever-insightful Don Scheibenreif of Gartner at their European symposium a little over 12 months ago. The term was used to capture the far-reaching audience who can now be satisfied by a...

Making customer insight count – the four pillars of success

Customer Insight - the four pillars of success Customer insights are what reveal the real truths about customers. They tell us what our customer think of us, what they need from us and how we should be responding. They are invaluable in shaping...

How to improve digital customer experience- 6 steps to success

As customer experience experts we’ve found ourselves talking more and more about the online experience over the last decade. It’s been a steady ramp-up of importance in the broader CEX world. And then came a pandemic. We all retreated into homes...

Customer journey mapping – lots of people talk about it but what is it and what does really matter?

Well, we’ve put together a short video which we think does a pretty good job of introducing this super useful tool. Customer journey mapping is the single best way to review and improve the experience of your...

How to revise your customer journey maps to help you get ready for the new normal

The physical customer experience many of us are offering our customers today is not the one we planned to. For those organisations who had embarked on customer experience programmes and customer journey mapping we might feel like we’ve had a wasted...

The four big reasons why small acts matter in Customer experience

Whilst the ‘big picture’ is what we all need to see we’ve got great news – there are little things that matter just as much and here are our 4 top reasons why small actions matter in the big picture of customer experience. Meeting rooms awash with...

What can businesses learn from the field of play?

There’s often a dichotomy between the way sports clubs treat their fans and how they prepare their players for action. While many businesses yearn to convert their customers into fans, sports clubs too readily treat their fans like transient...

So, what’s in store for Customer Experience in 2021?

Well, 2020 has certainly been a year of surprises so, it’s with some trepidation, that we consider the possibility of predicting anything of what 2021 has in store for us. But with a positive mindset in place let’s give it a try.

Utilise Customer Experience to navigate the new normal

With the unprecedented climate that organisations large and small find themselves operating in over recent days and weeks, the role of customer experience led initiatives and audience insight need to become the cornerstone of business decision...

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