Customer Experience failure in the energy industry – exhibit 1 – British Gas

Energy companies. We all have to interact with them. It is difficult to find a consumer who likes them. In my daily dealings with friends, colleagues and clients, all too often the name of an energy business will creep in to the conversation - almost always in a negative context. Why is it that an industry [...]

Customers + Employees = People. People = Business. Why Business is all about People

If you have ever heard me speak in public, it is very likely you will have endured hearing me recount my favourite quote of all time. I know that 'quotes of the day' are not everyone's bag, but sometimes you hear someone say something or are referred to something someone in authority has said and [...]

Belief, Growth and Sustainability – my perspective on the 2014 UK Customer Experience Awards

If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. It is an event that has firmly established itself in the annual 'do not miss it' calendar! I am proud to say that I have been involved with the awards every year [...]

By |2015-04-13T15:35:08+01:00September 30th, 2014|CX Professionals, CX Strategy|2 Comments
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