4 Tips for transformation on a budget

How can you drive transformation and innovation when budgets are tight and resources constrained?  I speak with many businesses who face this challenge, and whether the constraints are due to focus on other areas of the business, shareholder intervention or a drive to reduce cost, there are plenty of ways to achieve change without spending… Continue reading 4 Tips for transformation on a budget

Interview with a Customer Strategy Guru: Part 2

In my last post, I shared the start of a conversation I was having with customer strategy & experience design guru, Jean-Marc Codsi.  Up until recently, he was responsible for leading the Customer Experience teams in Europe for eBay.  Before his years at eBay, his creative customer experience flair helped drive experience transformation at T-Mobile… Continue reading Interview with a Customer Strategy Guru: Part 2

Interview with a Customer Strategy Guru: Part 1

Over the years, I’ve met some real superstars of customer experience, people who have industry-wide reputations as thought leaders and experts in their craft.  One of those people is Jean-Marc Codsi, who is a customer strategy & experience design guru.  Up until recently, he was responsible for leading the Customer Experience teams in Europe for… Continue reading Interview with a Customer Strategy Guru: Part 1

6 lessons from customer experiences in other countries

Over the Christmas period, I was lucky enough to spend time in three different countries – Finland, Portugal & Korea.  Whilst each trip was for leisure purposes, my customer experience radar tuned into to a number of aspects of service delivery in each country, helping me realise that there’s plenty we can learn from around… Continue reading 6 lessons from customer experiences in other countries