Customer Centric Culture – putting theory into practice

This article was originally written for my exclusive column on – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. You can find the original article here. I speak and write regularly about the increasing addition of the word ‘customer’ to the typical vocabulary of business leaders. CUSTOMER service; CUSTOMER [...]

Irrelevance & Ignorance? NPower, BHS & Moonpig add fuel to the CX Fire!

I am still regularly asked if this 'Customer Experience thing' is really a 'thing' at all. Despite the growing waves of publicly available evidence that proves the positive effect a customer centric approach to business can have - and specifically the effect it has on financial performance - there will always be the doubters! As [...]

Communication & collaboration: essential ingredients for all great Customer Experiences

On Monday this week I had the absolute pleasure of spending a couple of hours talking about the subject I like best - you guessed it - Customer Experience. I have to admit that I do not need an excuse to talk about my passion, so when my good friend and respected Customer Experience Specialist, [...]

By |2016-03-01T20:40:55+00:00March 1st, 2016|Communication Channels, CX Professionals, People|1 Comment

Heart or head first? Which is more important in driving great Customer Experiences?

One of my Fathers most memorable quotes when I was a young boy was 'engage your brain before opening your mouth!' - I am unlikely to be the only adult who was given this type of advice in their youth! Talking from the heart; saying what I want to say; saying what I believe in; [...]

Do You Have a Funny Bone? The 3 Vital “Bones” Required by All Customer Experience Leaders!

It is with great pleasure that I enter my second calendar year as a CustomerThink Advisor. This year the focus of my exclusive column is evolving – from a generic view of the importance of doing the right thing, for customers and employees to a more specific focus on skills. In 2016, this column will [...]

By |2019-02-19T07:05:13+00:00February 17th, 2016|CX Professionals, People|0 Comments

They say elephants never forget… but what about customers?

It is extremely likely that we have all heard the phrase 'an elephant never forgets' at some point in our lives. Like many well known sayings, it is also likely that you have never questioned whether or not this is actually true. According to many resources, the saying is pretty accurate - have a read [...]

I didn’t choose CX – it chose me!! Heather Grisedale explains how she became a CCXP

How do you become a Customer Experience Professional? I cannot imagine that there are young children all over the world who wake up dreaming of becoming one!! I personally wanted to be a police officer when I was a little boy - my life did not quite work out like that! I think it is [...]

By |2016-02-05T11:03:22+00:00February 4th, 2016|CX Professionals, People|0 Comments

CX makes the world go around! Why customer experience is a global challenge

This article was originally written for my exclusive column on - a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. You can find the original article here. I want to start my inaugural exclusive column for MyCustomer by stating how very proud I am to call myself a customer experience [...]

By |2016-02-03T11:21:33+00:00February 3rd, 2016|CX Professionals, People|0 Comments

Have a nice day! Is the US better than the rest of the world when it comes to Customer Experience?

I think it is fair to say that the US is first to adopt and introduce many ‘things’ to the world. Whilst it is obviously not the only nation to invent and create; many innovations – especially those related to business and management principles - are very much led by US based organisations first. This [...]

Why 2016 should NOT be ‘the year of the customer’

As fireworks lit up the night sky all around the world to welcome in another new year, millions of people were already deciding to commit to resolutions for the coming twelve months. Some resolutions were related to personal health and well-being. Some were financially related. Almost all of them will signify goals or challenges that must [...]

By |2016-01-04T12:31:33+00:00January 4th, 2016|CX Professionals, CX Strategy, People|0 Comments
Go to Top