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 customer experience (CX) transformation - about the incredible work being done by a bank in Eastern Europe in their quest [...]
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, if not exhausting, journey. I have met thousands of committed and dedicated professionals who are passionate about doing what is [...]
If you have ever met me; or heard me speak; or read something I have written; you will know that I am a HUGE advocate of the principle of knowledge transfer. As a customer experience (CX) specialist, I am completely committed to sharing as much knowledge as I can with others so that they may [...]
According to Wikipedia, the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year seven of a marriage. The phrase originated as a name for irritating and contagious skin complaints of a long duration. Examples of reference may [...]
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 in this life. Whilst I will not bore you with my personal opinions on staple subjects such as politics (especially [...]
I have often written about the fact I feel truly blessed to be able to practice my vocation on a daily basis. I am afforded the opportunity to see and experience so many different things, in so many different places. Whilst it is exhausting, I will never take for granted the opportunity this gives me [...]
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 hit the 40 mark. However, whilst I will never take for granted how lucky I am being able to travel [...]
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 sure you can add more to the list! The fact that there are so many variants, at least demonstrates that [...]
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 confined space of a metal tube travelling at high speeds is the perfect environment for me to commit my thoughts [...]
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 is being challenged in ways they could never have imagined when they were founded - whether it be as long [...]
