Customer Experience Programs Don't Die From Bad Ideas. They Die From This....

Podcast: The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth · Colin Shaw, Beyond Philosophy LLC

Opublikowano: 2026-10-24

Customer experience has a credibility problem, and it isn't the ideas. Forrester has found that over half of CX teams can't prove the ROI of their own projects — and predicts one in five CX programs will simply vanish as a result. Colin Shaw and Professor Ryan Hamilton sit down with the person who built the opposite case. Maersk Line, the world's largest container shipping company, conducted one of the most successful CX implementations Colin has seen in over twenty-four years in this business — a 40-point Net Promoter Score lift. That translated into a 10% rise in shipping volumes. The...