Customer Experience – that’s all just fluffy nonsense, isn’t it?

For much of my career, I, like many of my peers, have had to suffer what I like to call the 'rolling eyes phenomenon' on numerous occasions. Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the 'rolling eye phenomenon' often occurs when someone like me, a Customer [...]

Customer Experience in the Gulf Region – A Story of Continuous Improvement!

Over the last five years, I have had the great pleasure of visiting the Gulf Region on several occasions. Even though I have never quite managed to turn my visits into vacations, I have always found the people I have met and the places I have seen, to be immensely welcoming, accommodating and interesting. From [...]

Authenticity – the key to unlocking the greatest Customer Experiences? Featuring case studies from Weleda and Old Mutual Zimbabwe

Over the last few years I have become a bit of a 'closet geek' when it comes to dictionary definitions! It is not often that you choose to pick up a dictionary (or search online these days) to discover the true meaning of a word, but I am becoming increasingly drawn to needing to know [...]

White Paper – Designing & Improving the Customer Experience in Financial Services

I am delighted to have co-authored my first white paper with the University of Exeter Business School. The white paper reports on the results of a two-year research project that investigated how leading financial services (FS) organisations design and improve the customer experience. The research was led by Fred Ponsignon, a Research Fellow in Service [...]

By | 2015-04-13T13:22:50+00:00 March 15th, 2014|Customer Journeys, CX Strategy, Financial Services|6 Comments