Overview

Did you know... CUSTOMER EXPERIENCE has greater potential than any other single initiative on the change agenda? REAL WORLD DELIVERY is mostly sub-optimal. 95% of companies miss significant opportunities? SHIFTING PERCEPTIONS is key. CX is wrongly looked as an interface. As a result the customer is not central to most organisations? ENGAGING EVERYONE in the organisation will drive a customer-centred culture and develop an understanding of your customers that eclipses that of your competitors? Welcome to The Next Ten Years. We’re not just another customer experience consultancy and training outfit. We fervently believe in the power of customer-centricity, but recognise that it has not yet delivered to potential for most companies. The customer remains the single most important component on the CEO’s strategic agenda. But best practice is only the starting point because getting ahead lies in identifying and doing what your competitors are not. Cheaper, better, faster is not an end point in and of itself so our methodology includes exploring what the next ‘best practice’ might look like to sustain customer-led success well into the future. Our mission is to help companies to identify great customer-led practices, to implement them and to make customer-centricity central to everything they do. We believe that creating superior outcomes and experiences for customers across their whole journey will attract new customers and retain old ones who will spend more and tell everybody along the way. Creating exciting, engaged and empowered customer-centric companies is what we do.