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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

How NOT to survive in a disrupted world – the case study of UK retailer, FatFace

The word 'disruption' is one of the most commonly used with reference to business and commerce around the world today. It des not matter which industry your organisation is a part of, every traditional business [...]

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