Wallacespace – Customer Experience Review

I have attended countless number of workshops, briefings, seminars, masterclasses and conferences over the last 19 years. During that time I have had the pleasure (most of the time) of attending these events at locations all over the world - from St Louis to Singapore - from Munich to Manchester. More often than not I [...]

Customer Experience is Dead – The case for the defence (no it’s not!)

Two weeks ago I wrote a blog post suggesting that Customer Experience as a concept and a reality was very much dead. Citing three 'exhibits' as evidence, I made the case for there being no hope for the profession that I am proud to be a part of. Fuelled by the simple fact that consumers [...]

Customer Experience is Dead – the case for the prosecution!

Over the last ten years, I have observed and been part of a tidal wave of focus on Customer Experience. Despite the fact that customer journeys have always existed (although few actually realised it) and customers have always been willing to give feedback, it is only since the start of the new millennium that organisations began [...]

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