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
What really makes customers happy?
Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience Customer Focus Customer Centricity Customer Service Customer Success Customer Outcomes Customer Relationship Management Customer Management I am [...]
The Accidental Customer Experience
I often write my blog posts and articles whilst travelling on either a train or an aeroplane. Although I can also be found hunched over my laptop keyboard in hotel rooms at twilight hours, the [...]
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 [...]