What makes a CX Winner?

It was great to be asked to Co Chair the Winning with CX conference at the British Film Institute in London. The event had been brought together by Awards International, Cranfield School of Management and Customer Experience Magazine and included presenters who had won awards at the UKCX Awards last year.

Messy Processes – Messy Customer Experiences?

Yeah, I am sure you have heard it at least once in your life: “Sorry, it is against our policy”. Lately I have head too many times “It is against regulations”. How is it against regulations when others are doing it? Nah, it is just a easy escape from offering bad customer experiences. How many companies actually mix bad internal processes with regulations? Quite many it seems!

Personalisation, Individualism or plain old Just Joined Up (JJU)

As we are now well into 2015, I have read with interest articles about how things have potentially improved or how some things or sectors have continued to deteriorate. UKCSI results headlines are hot of the press are the results are a little concerning, although there are some seeds of positivity in there too. The … Continue reading →