Home2018-05-21T12:38:31+01:00

WHO WE ARE

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

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WHAT WE DO

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

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WHO WE WORK WITH

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

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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.

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Ian’s Latest Articles

Why most companies miss the biggest financial benefits of customer feedback – by Guy Letts

Customer experience is important, that much we know. Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Happy customers stay longer, buy more, they tell [...]

The lost suitcase – the sad reality of customer experience evolution

According to Wikipedia, the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year seven of a marriage. [...]

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