The Job of the Customer Experience Manager

The need to improve customer experiences has been around since cavemen traded rocks for fish.  And as our understanding of complex customer experience issues has grown, so too have the opportunities for those moving into leadership and management roles. Having credibility to influence change is at the heart of the job.  But in reality, it can … Continue reading →

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 →