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Author: Ross Kittlety

An employee adding photos to the wall to map and rethink customer experience.
By  Ross Kittlety

July 15, 2021

Customer Experience (CX): Adapting to changing times

As the dynamo of digital and technological development drives the wheels of change faster than ever before, organisations across all sectors are having to adapt. Changes in consumer attitudes and behaviours, the effects of technology on customer experience (CX) and...

a working table full of computers illustrating digital transformation programmes
By  Ross Kittlety

June 29, 2021

Could overambitious digital transformation programmes actually damage customer communications?

With the next generation of customers, Gen Z, reaching adulthood and becoming both more financially savvy and economically influential, the pressure on financial services firms to accelerate their digital transformation programmes will only intensify. Ross Kittlety, Head of CCM at Paragon Customer...

By  Ross Kittlety

October 14, 2020

Delivering Great CX in the Covid Era

In a relatively short period of time the onset of the global coronavirus pandemic has changed the very face of customer experience (CX). In these times of crisis, customers now expect more compelling, relevant and timely engagement than ever before....

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