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 other, exchanging money for goods and services. Only yesterday, a contact of mine shared an article with me about, what [...]

By |2018-08-30T08:13:54+00:00August 30th, 2018|Customer Journeys, CX Measurement, CX Strategy, Retail|0 Comments

How NOT to survive in a disrupted world – the case study of UK retailer, FatFace

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 [...]

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

Transform or Die! Business Transformation is No Longer Optional

We live in a business world full of disruption. Whether you work in financial services, manufacturing, logistics or retail, no business today can ignore the rapid pace of change facing us all. Very much led by the never-ending advancement of digital technology, the business landscape and the challenges facing it, seem to change on a [...]

6 Things All Customer Centric Leaders Do

Looking back through my articles over the last few months, a great number have made the connection between strong, customer centric leadership and the ability to drive an effective and sustainable approach to Customer Experience. It is no secret that I am a huge admirer of Jeff Bezos, the founder of Amazon – in May [...]

The 14 Leadership Principles that Drive Amazon

Over the last five years, a small number of organisations have featured multiple times in my writing. In the vast majority of cases, I have used these businesses as a way of bringing to life global best practice in the field of Customer Experience Management. It is inspiring to be able to share insight and [...]

By |2017-07-05T06:13:36+00:00July 5th, 2017|CX Leadership, CX Professionals, People|1 Comment

Role model customer centric leadership: why I am a huge fan of Jeff Bezos!

Most human beings have a small number of people they consider to be their 'heroes'. For some, it is a relative - their mother, father, brother or sister, husband, wife or partner - it may be a long departed uncle who flew Spitfires in World War II. Others may have heroes from the sporting arena, [...]

To deliver sustainable Customer Experiences… STOP looking backwards!

Every January in the UK, the business media tend to get rather excited. Whilst on occasion their excitement is slightly macabre, it is driven by their fascination and obsession with the reporting of retail trading results from the critical festive period during the last three months of the previous year. I may be paying a disservice [...]

By |2017-01-11T06:17:19+00:00January 11th, 2017|CX Leadership, CX Measurement|1 Comment

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 [...]

A new era of experience branding: The KPMG Nunwood Customer Experience Excellence Centre 2015 UK Analysis

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. During these years of producing their Customer Experience Excellence Analysis, they have conducted over 1 million customer evaluations of more than 900 brands (across all sectors) - these facts [...]

By |2015-09-24T18:28:12+00:00September 24th, 2015|CX Measurement, CX Professionals, CX Strategy|4 Comments