Sat in a meeting with digital colleagues, our customer experience manager and our data scientist, as I listened to the conversation, as often happens, my mind began to wander. Earlier in the day, I’d read a communication talking about who bringing two teams together is like 1 + 1 = 3. It just sounded daft… Continue reading Can data show that 1 + 1 = 3?
In this post, which is my 200th blog, I’m stepping away from my usual topics of customer experience and employee engagement to talk a little more personally. Following the referendum in June 2016 where the British people expressed a (marginal) preference to exit the UK, on 29th March 2019, the UK will leave the EU… Continue reading #EscapeFromBrexitland – why I’m leaving Britain
Over the past few decades, better education, new technology, cheap airline travel, EU membership and the reduction in red tape for travellers has resulted in the world becoming noticeably smaller. For my grandmother, the prospect of visiting my father in Aden during his military service was a once in a lifetime event, taking a lot… Continue reading Embracing cultural difference
When I’m explaining what I mean by CX (customer experience), I explain that it’s WHAT a customer does / doesn’t do and HOW they feel when they are experiencing that product or service. The business then supports a customer through this. Customer service is all about ensuring that when a customer reaches out to you… Continue reading CX Quandary: Why are new habits so hard to form?