The epic failings of Emirates: are brands really trying hard enough when it comes to Customer Experience?

As someone who spends his life eating, talking, breathing, writing and generally  living everything to do with Customer Experience, it is inevitable that on occasion I may get tagged as a serial 'moaner'. It is true to say that I often highlight the less than palatable experiences I encounter. However, I am just as quick [...]

Opinion or Reality? Does Customer Experience really make a difference?

I am unlikely to be the first person to write an article focusing on whether or not the Customer Experience really makes a difference. I am also unlikely to be the last. On a weekly basis, Customer Experience Professionals all over the world are being challenged to demonstrate the 'tangible' value focusing on the Customer [...]

Leveraging the soft and fluffy: how important are soft skills in delivering Customer Experiences?

Yesterday I had the enormous pleasure of co-chairing the first ever Customer Experience Professionals Association (CXPA) Members Insight Exchange to be held outside of the US. The gathering of Customer Experience Professionals (CXPs) from across Europe was as inspiring an occasion as I hoped it would be. I have always said that when you put [...]

By |2015-04-13T15:15:48+01:00February 11th, 2015|CX Professionals, People|2 Comments
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