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 future of VOC measurement – don’t let organisations do it themselves!
When it comes to the subject of Customer Experience (CX), everyone has an opinion. Differing opinions are not a bad thing – it is incredibly healthy for there to be differing perspectives on all things [...]
Why a VOC program is vital to your B2B business – by Kimberly Holbrook
In the ‘Customers 2020 Progress Report’ (Walker), it is predicted that Customer Experience (CX) will surpass price and product as the key differentiator by the year 2020. Right now, CX and Voice of the Customer [...]
The Distance Between Prawn Crackers and Preferences in Most Customer Experiences Today. By Greg Moore, Episerver
We are all customers. We buy products and services. We buy brands. When it comes to our own organizations, however, we disconnect our consumer self with our business self. “Out in the wild” we know [...]