Why is there an Employee Disengagement Global Epidemic?
When I read statistics from Gallup that tell me according to their research only 15% of the workforce worldwide I think wow. But when you look at that statistic from…
Mapping the Buying Journey
A few weeks ago, I treated myself with a pair of Bose SoundSport Free wireless headphones. They’re brilliant. I love them. But even though they have been available for some time…
Why you need culture not call centre training for customer-centric CX
You have some serious work to do before your customers experience your CX vision. First, you need to educate your organization on the core principles of customer experience. If the…
Will customer experience survive Brexit?
The UK’s Brexit crisis means more investment in CX not less I write this article from a country under siege. For months the UK has been in the grip of…
Good news for Blue Monday: the High Street’s not dead – yet
(2 minute read) Customer-centricity is the way forward It’s that time of year when we have a succession of variously-coloured days: Black Friday pre-Christmas and Blue Monday today, allegedly the…
4 reasons why Agile works and the most common excuse when it doesn’t
Having been a strong proponent of Agile and Agile-like methodologies for the past 20 years. I have not only seen the benefits that can be achieved by implementing Agile but…
How strong is your “Alt-CV”?
Paying attention to the things not on a CV can be just as important as the things that are on it Like most people I like to keep my CV…
The death of high street retail? Bring it on!
The survivors of "retail hell" will be those that are prepared to change the way they think about customer experience Reports of the death of the high street may have…
Want more engagement? Find your Champions
The future of employee engagement is in-house Champions. Google does it, SAP does it, Even little companies do it, Let’s do it, let’s get a Champion (with apologies to Cole…
Thinking outside the box – the basis of innovative thinking
To get an understanding of customer outcomes, learn to think divergently We have all used the term “Thinking Outside the Box” at some stage. I knew a few people who…