Connecting People: The Key to Customer Centric Leadership

Over the last 22 years, I have worked in and with businesses of all shapes and sizes, across multiple industries, all around the world. I secured my very first full-time job in the financial services industry in 1995. Among others, I was interviewed by the company chairman and the managing director. At the time, as [...]

By |2017-07-26T07:24:57+01:00July 26th, 2017|CX Leadership, CX Professionals|2 Comments

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

Technical Competence & Organisational Clarity – The two pillars of Customer Centric Leadership

Even the best specialists in their fields of work; the most experienced; the most decorated; will continuously look for ways to evolve their knowledge and learning. Often, a glaring sign of a leader who is unlikely to be able to successfully and sustainably lead their organisation, is the stark reality that the leader does not [...]

By |2016-10-25T05:48:39+01:00October 25th, 2016|CX Leadership, CX Professionals, CX Strategy|1 Comment
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