evolved thinking
customer experience series

The CX Principles that can guarantee a successful program – Part 3

This month, I’m continuing my reflections on the CX principles that can guarantee a successful program. Last month we looked at the factors that build success amongst employees and customers including the importance of believing in the program’s values, being responded to when in need, being able to easily give feedback, being asked relevant questions and respecting people’s time. In

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Consumer buying

Consumer buying – a retail strategy advisor’s view

I recently connected with Mick Moore, the Founder and Managing Director of Scalene Group – a retail-focused strategy advisory and analytics business. Like me, Mick is passionate about the application of actionable insights to support retail decision-making. Mick is particularly interested in areas such as store format development, space management, range selection and pricing. We sat down for a chat

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overview of machine learning

An overview of Machine Learning concepts

This article looks to summarise some of my learnings from a semester studying Machine Learning. I recently completed my graduate semester of Machine Learning from Georgia Tech as part of my Master of Computer Science. It was the subject I was looking forward to most, as I sought to gain a deeper understanding of the algorithms involved after having some

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customer experience series

The CX Principles that can guarantee a successful program – Part 2

At The Evolved Group, there are a number of CX Principles we follow to ensure we build successful CX programs. In my last post, I provided a high-level introduction to our approach. Essentially these principles are divided into four important groups – employees and customers, program owners, stakeholders and the leadership group. Over the rest of this year, I will

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