Following on from my previous article discussing how tech alone will not solve your CX, I thought it...

Technology alone will not solve your customer experience needs. Organisations have always looked at ...

A lot of you are probably thinking ‘Data!? What a boring topic!’. Well, first of all you are wrong. ...

Standout customer experience occurs when employees act autonomously. Empowering employees has numero...

In April 2019, we witnessed police forces struggling to cope with the environmental protestors on Lo...

Powerful communication can connect and inspire an audience. When it’s done well, it builds trust. Wh...

Imagine there is a problem with one of your domestic appliances. You have already listened to 20 min...

Organisations spend a lot of time trying to solve complex and volatile problems relating to customer...

Agile project management has its roots in the Lean manufacturing approach pioneered by Toyota during...

When it comes to customer understanding and improving satisfaction, measuring and managing your CX i...

Thinking about the digital transformations I’ve witnessed in the last few years, it’s true to say th...

Starting a new job can stir up all sorts of feelings and questions including: “Have I made the right...