The CX Disconnect

One of the biggest challenges facing Customer Experience professionals is embedding CX into an organisation as a recognised and valued business discipline. Often the CEO recognises an important growth opportunity lies in strengthening customer focus. The necessary customer research is carried out and detailed results are presented to the senior management team. Few around the [...]

By | 2018-11-07T13:47:06+01:00 November 7th, 2018|CX|0 Comments

GDPR: A Customer Experience Opportunity

On May 25 this year changes around data collection in relation to the freedom of data came under the auspices of new General Data Protection Regulations or the GDPR. GDPR requires organisations to implement reasonable data protection methods to protect EU citizens regarding data processing and the free movement of data. Strict new rules will [...]

By | 2018-11-07T13:40:35+01:00 November 7th, 2018|CX|0 Comments

Enhancing CX through Listening

In today's world where both customer expectations and competition for leisure spend are rapidly increasing, live music and sports venues are being forced to constantly improve and innovate. People want an enhanced experience and are willing to pay for it. Technology is leading the way in the creation of an enhanced experience as demand for [...]

By | 2017-09-26T13:15:50+01:00 September 26th, 2017|CX|0 Comments

CX and Customer Safety

As Customer Experience consultants for live entertainment and sports venues, SEMA4’s primary concern has always focused on listening to customers to gain a full understanding of what they both want and need on their journeys. A fan who is willing to travel large distances to see their favourite group or support their team, and who [...]

By | 2018-02-14T10:19:07+01:00 June 21st, 2017|CX|0 Comments

CX has become a key driver of brand communications

In 1989 Wally Olins published his book Corporate Identity, which quickly became the seminal work in the world of branding. It can be argued that Wally Olins, who founded the world’s first design agency in 1965, changed the way organisations actually thought about themselves. Olins’ pioneering work in Corporate Identity challenged traditional ideas on branding, [...]

By | 2017-06-23T08:03:55+01:00 June 13th, 2017|CX|0 Comments