Member Since: 11th Sep 2018
Retired VP of Customer Experience for HP and HPE's $4B software division.
Author of four books on customer strategy, all available on Amazon.
30th Sep 2019
The Net Promoter Score is dead! Or are the reports on NPS simply fake news? Well, the image at the top of the article shows what I found...Voice of the Customer
16th May 2019
Looking to implement a customer experience strategy quickly? Maurice Fitzgerald shares a simple and effective approach to developing a...Engagement
26th Apr 2019
Further exploring the relationship between employee and customer satisfaction, which brands are getting it right, which are getting it...Engagement
7th Mar 2019
Results are consistent - there is almost no relationship between employee and customer satisfaction. But there are exceptions and surprises...Engagement
19th Feb 2019
Maurice Fitgerald pulls on his experience as VP of CX at HP to highlight the four skills that customer experience leaders must possess to...Loyalty
5th Nov 2018
Timing is everything. So when are the appropriate times to consider collecting customer input? And when should you not survey at all? I...Voice of the Customer