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
The Customer Service and Experience Summit – a pan-European event focused solely on the changing face of customer experience and customer service
During the last ten years, I have attended many Customer Experience (CX) events around the globe. In the early part of that decade, I would always leave conferences with at least one ‘nugget’ of inspiration. [...]
Customer Experience: Where do I Begin? by Marleen Van Wijk
I really am very fortunate to meet some amazing Customer Experience professionals as I travel the globe. Not only do my meetings validate that I am not completely mad (although I know some will disagree), [...]
Has Marketing lost its way or is it just changing? A perspective by Bernard Page
Where does Customer Experience (CX) ‘sit’ in an organisation? This is a question I am frequently asked. Some say the correct answer is ‘Customer Service’. Some say ‘with the CEO’. Some might say under the [...]