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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

Making Customer Experience Fun! The Budapest Bank CX Crossword Puzzle

Before you start reading this post, I must make it clear that whilst the centrepiece of it is about a game, the real story is much, much more than that. This is a post about [...]

CEMantica – turning sticky notes into actionable insights

For over eight  years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. It has been an amazing, [...]

Customer Journey Mapping – are ‘static’ maps a waste of time and money?

If you have ever heard me speak, or read something I have ‘penned’, you will know that I am a huge believer in the application of the ‘science’ of customer experience – an understanding of; [...]

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