President
Customer Bliss
31st Dec 2018
How are Voice of the Customer programmes, customer rooms and customer journey theories applied in a not-for-profit environment, such as a...
13th Nov 2018
If chief customer officers, service leaders and heads of customer experience are to make their CX programmes a success, they need to not...
25th Jul 2018
The General Data Protection Regulation is often talked about in terms of the impact on marketing, but it's customer experience...
7th Jun 2018
What's the point in collecting customer listening data if you never have the time to analyse and apply your findings? It's time to de-...
8th May 2018
Companies that bake humanity into their business models help their customers, the wider community and their own company. In Uganda, women...
16th Mar 2018
If you're applying for a chief customer officer vacancy, here are some things to consider to ensure you ace the interview and understand...
16th Feb 2018
The following post is an excerpt from my book Chief Customer Officer 2.0 . In this extract, Samir Bitar , director of the office of visitor...
9th Oct 2017
Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300...
8th Sep 2017
There is an ever-increasing need to think of employees as customers as well, i.e. internal customers. Retention rates in major companies...
25th Jul 2017
I want to bring up an interesting example of customer experience innovation that has been discussed (but not directly) in recent weeks. It’...