CP2 Experience

CP2 Experience We are a specialist customer experience consulting and training company.

Our sole purpose is to help clients create a ‘Branded Customer Experience’ that is consistent and distinctive and then help them deliver that experience to differentiate their brand, turn customers into fans and drive profitable growth.

The cost of living crisis – why financial services firms could be sleepwalking into a loyalty crisis of their own making...
31/08/2022

The cost of living crisis – why financial services firms could be sleepwalking into a loyalty crisis of their own making - and the steps they can take to avert this: https://zcu.io/YpSj

“75% of brands could disappear ... and most consumers wouldn't care ...” What’s going wrong with the UK services sector? As I ended last week as Mr Angry, having had bad experiences with my bank, utility provider, and delivery company, I reflected on what had gone so wrong. Have I just been un...

Airlines and airports need to restore trust as millions of passengers reel from disrupted flights, lost baggage and long...
23/08/2022

Airlines and airports need to restore trust as millions of passengers reel from disrupted flights, lost baggage and long wait times to get help.

Three CX lessons from the chaos seen at Dublin Airport and beyond as summer stretches into autumn: https://zcu.io/T1Vh

Travellers have regained their confidence to fly again. But for some, trust that they will ever take off has been broken. The summer flights fiasco continues. The mayhem could go on for months. Nevertheless, there are valuable CX lessons for airlines and airports (two reputations are at stake – ea...

Most professional services firms are the same, why should I buy from you? In this post we outline five things PSFs shoul...
21/07/2022

Most professional services firms are the same, why should I buy from you? In this post we outline five things PSFs should prioritise to answer this and create value in ways that competitors with a transactional mindset can't: https://zcu.io/fOlN

We have worked with very successful law firms, accountants / tax advisors and management consulting firms over the past 25 years. Combined with my personal experience of leading two professional service firms (PSFs), I have outlined some insights and observations to help you differentiate and grow y...

We put our heads together with to chart a way forward for insurers intent on using analytics to drive CX ROI. How to u...
12/04/2022

We put our heads together with to chart a way forward for insurers intent on using analytics to drive CX ROI. How to unlock the value of your data through the CX measurement framework: https://zcu.io/sq3o

There is a customer experience fault line running through most insurance companies based on a weakness around customer data, analytics and predictive modelling. The fault makes it difficult to develop a CX improvement plan and a measurement framework to track the business impact and ROI on initiativ...

Delighted we have been shortlisted in the awards from . The recognition is for our work with partner in delivering i...
17/03/2022

Delighted we have been shortlisted in the awards from . The recognition is for our work with partner in delivering its transformative Blackbelt programme: https://zcu.io/zL6S. Congratulations all.

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We are delighted to announce that cp2experience has been shortlisted in the European Customer Experience Awards 2022. EXCA from Awards International are a recognition of the CX innovations that have enabled businesses to survive and thrive during the past two years. Work that has laid sound foundati...

See how is differentiating on its claims experience when the G-Force in the sector is rooted in digital. More at: https...
15/12/2021

See how is differentiating on its claims experience when the G-Force in the sector is rooted in digital. More at: https://zcu.io/Luj6

The insurance sector is notoriously low touch. There are arguably only four key customer journeys: taking out a policy, renewal, making a claim and cancellation. Customers tend to only hear from their insurer once or twice each year, and these are usually dull, administrative interactions. Then it's...

55% of customers would consolidate their insurance needs with one company if they were offered a simplified, personalise...
30/11/2021

55% of customers would consolidate their insurance needs with one company if they were offered a simplified, personalised all-in-one policy that rewarded their loyalty. Learn more about the ways insurers can create true customer loyalty here: https://zcu.io/XdTK

In this guide we outline a way forward for insurance companies intent on creating customer loyalty as a way to drive growth and profitability.The FCA is pressing the sector to provide better service at prices that are fairer. This is what customers want in a sector that struggles to demonstrate valu...

CMOs there are four levers you can pull to differentiate your brand. Three of them: creative communication, innovation...
19/10/2021

CMOs there are four levers you can pull to differentiate your brand. Three of them: creative communication, innovation and social responsibility will only get you so far. What's missing? https://zcu.io/8v5H

Building brand strength has long been a key priority for CMOs. It has been even more relevant over the past 18 months as customers have gravitated to brands they feel they can trust. The answer to the question of what drives brand strength comes to us in the latest research from BrandZ. They identif...

What can the major UK banks learn from TSB about how to differentiate on CX? Read my tale of 2 banks: https://zcu.io/hhn...
15/09/2021

What can the major UK banks learn from TSB about how to differentiate on CX? Read my tale of 2 banks: https://zcu.io/hhni

Experience

The major UK banks are in denial. In my conversations with bank executives over the past few years I have suggested they should be more concerned and less co

L&D leaders have an opportunity to play a wider, more strategic role than ever before. But how do you get (and keep) a ...
14/09/2021

L&D leaders have an opportunity to play a wider, more strategic role than ever before. But how do you get (and keep) a seat at the C-suite table? What are the key skills needed for a changing future? Read my six essential tips via : https://zcu.io/AeZW

We are all aware of the many challenges that businesses have lived through over the last 18 months including changing customer requirements, big shifts in de

"17% of consumers are planning to increase spending once the vaccines have been rolled out. But brands that deliver a po...
19/05/2021

"17% of consumers are planning to increase spending once the vaccines have been rolled out. But brands that deliver a poor experience could miss out on this windfall as 51% of consumers say they would ditch a brand after one or two bad experiences”.

Your customer experience has changed and there's no going back to how things were. You know the narrative for the past year because you've lived through it - we all have. The world's gone digital. This much we know. But how is the rest of the CX story unfolding? What will the reward be for

Insurers that are bold in the way they rethink and design will be rewarded in the new normal. But what are the new ...
20/04/2021

Insurers that are bold in the way they rethink and design will be rewarded in the new normal.

But what are the new pathways to customer-led growth? What are the biggest challenges? Download our latest guide: https://zcu.io/3nO3

There has been a profound change in the behaviour, values and beliefs of insurance customers over the past year. Returning to a pre-Covid world is not an option. The change has been so deep that insurers will need to go back to customer experience blueprints and work out how to build back better. In...

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