A Customer Experience Consultancy, founded in 2012, guiding, mentoring and consulting with organisations and customer experience practitioners in over 35 countries worldwide


Specialists in ‘operationalising the customer experience’, we manage customer experience programmes; developing training solutions and creating employee engagement


The companies we work with range from banking and financial services through to education, healthcare, transportation, manufacturing, supply chain services and many more

Client Testimonials

“A truly talented CX thought leader who is able to turn CX complexity into CX practicality.  Always a pleasure working with Ian over the past 3 years and I look forward to our future engagements.”

Brian Atkinson - Leader, Collaboration and Customer Experience, Cisco UK & Ireland

Customer What?

Customer What? The honest and practical guide to customer experience

Now, more than ever, should be a wonderful time to be a customer.  I have observed, and been part of, a tidal wave of focus on customer experience, as businesses have increasingly recognised that doing the right thing by their customers, and actively managing the experience, might make sense.

Ian’s Latest Articles

Making Customer Experience Fun! The Budapest Bank CX Crossword Puzzle

Before you start reading this post, I must make it clear that whilst the centrepiece of it is about a game, the real story is much, much more than that. This is a post about [...]

CEMantica – turning sticky notes into actionable insights

For over eight  years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. It has been an amazing, [...]

Customer Journey Mapping – are ‘static’ maps a waste of time and money?

If you have ever heard me speak, or read something I have ‘penned’, you will know that I am a huge believer in the application of the ‘science’ of customer experience – an understanding of; [...]

Follow the blog

Sign up to receive notifications of new blog posts

Go to Top