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 hit the 40 mark. However, whilst I will never take for granted how lucky I am being able to travel [...]

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 customer experience. Like me, Stefan leverages decades of practitioner experience to support businesses and customer experience professionals in a consulting [...]

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 sure you can add more to the list! The fact that there are so many variants, at least demonstrates that [...]

The Customer Service and Experience Summit – a pan-European event focused solely on the changing face of customer experience and customer service

During the last ten years, I have attended many Customer Experience (CX) events around the globe. In the early part of that decade, I would always leave conferences with at least one ‘nugget’ of inspiration. As the decade moved on, the search for ‘gold’ has become tougher and tougher. I am therefore very excited to [...]

Customer Experience: Where do I Begin? by Marleen Van Wijk

I really am very fortunate to meet some amazing Customer Experience professionals as I travel the globe. Not only do my meetings validate that I am not completely mad (although I know some will disagree), it is inspiring to come into contact with so many people who share the same passion, desire and belief in [...]

By |2018-07-11T15:57:07+00:00July 11th, 2018|CX Professionals, CX Strategy|1 Comment

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 responsibility of a ‘Chief Customer Officer’, or a ‘Chief Experience Officer’. Others might say ‘Marketing’. The debate rages on globally [...]

By |2018-07-09T10:09:55+00:00July 9th, 2018|CX Leadership, CX Professionals, CX Strategy|3 Comments

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 blog about my suffering with various airlines, restaurants, retailers and care hire businesses in the sincere hope that those organisations [...]

By |2018-07-05T09:06:29+00:00July 5th, 2018|Customer Journeys, CX Professionals|0 Comments

Doing the right things the right way. An interview with Genevieve Bruketa-Baskovic

The launch of my first book has finally become a reality! ‘Customer What? The honest and practical guide to customer experience’ was published at the end of April 2018. I would never have been able to achieve my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign [...]

By |2018-05-17T15:55:38+00:00May 17th, 2018|CX Leadership, CX Professionals, Uncategorized|0 Comments

The realities of life as a Customer Experience Professional – an interview with Richard Shenton

As the launch of my first book get’s ever closer to becoming a reality, my level of personal excitement is almost at its peak!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via [...]

By |2018-03-27T08:23:12+00:00March 27th, 2018|CX Professionals|1 Comment