Articles by Amy Ward

About Amy Ward

Amy cut her teeth in the billing and telecom software industry across Australia, USA, Canada, UK and Asia Pacific. She now runs her own consultancy providing advice, insight and solutions on marketing, strategy, customer experience, social networking and business development for B2B and B2C clients. Amy specialises in helping businesses take complex technology or engineering concepts and turning them into commercial reality.

How to build a Customer Experience Framework – and make it part of ‘business as usual’.

December 28, 2013 Amy Ward 0

How do customers feel after their CEX with you? I recently lead a project with a major public transport provider to develop a Customer Experience Framework for their capital city commuter service. What struck me […]

Operators plan to increase customer experience spending in 2013: Alcatel Lucent

October 1, 2012 Amy Ward 0

For a long time, the telecoms industry has been discussing customer experience. Generally, the conversation is theoretical because customer experience is about many different elements, including emotional triggers that are difficult to benchmark. That said, […]

How to Build a Customer Experience Framework – and make it part of ‘business as usual’

October 1, 2012 Amy Ward 0

PART ONE: How do customers feel after their CEX with you? I recently lead a project with a major public transport provider to develop a Customer Experience Framework for their capital city commuter service. What […]