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
WHAT WE DO
Specialists in ‘operationalising the customer experience’, we manage customer experience programmes; developing training solutions and creating employee engagement
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
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.”
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
Transform or Die! Business Transformation is No Longer Optional
We live in a business world full of disruption. Whether you work in financial services, manufacturing, logistics or retail, no business today can ignore the rapid pace of change facing us all. Very much led [...]
Doing the right things the right way. An interview with Genevieve Bruketa-Baskovic
The launch of my first book has finally become a reality! ‘Customer What? The honest and practical guide to customer experience’ was published at the end of April 2018. I would never have been able [...]
Thinking and acting in the interests of the customer. Have you enabled your people to do it?
I first started writing my blog six years ago. Since that time, I have crafted hundreds of articles – producing them, almost religiously, on a weekly basis. Regularly, I am asked how I generate the [...]