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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

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 [...]

Into the Unknown! The parallel universe of self-publishing – the experience of publishing a book about customer experience!

Regular readers of my blog know that being a customer experience specialist does not protect me from encountering lacklustre, frustrating and sometimes embarrassing experiences as a customer of the organisations I interact with. I regularly [...]

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