A Customer Experience Consultancy, founded in 2012, guiding, mentoring and consulting with organisations and customer experience practitioners in over 35 countries worldwide



Specialists in ‘operationalising the customer experience’, we manage customer experience programmes; developing training solutions and creating employee engagement



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.”

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

Is your organisation interconnected? The employee – customer chain

I am extremely fortunate to be afforded the opportunity to share my knowledge and passion all over the world. This year, the number of countries I have worked in over the last 6 years will [...]

Introducing MapTrack.One: Adding accountability & predictability to the organisational approach to CX

Having worked with my good friend, Stefan Osthaus, for many years, it is never a surprise to constantly find him looking for new, innovative ways to help others improve their effectiveness in the field of [...]

The current state of Customer Experience in Retail: The ForeSee Experience Index (FXI)

The business world as we have always known it is changing. Many would argue that is always has been - changing that is. Since the dawn of time, human beings have been interacting with each [...]

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