Why your motivation should always come from within!

There are times when those around you shine (for me, especially my family, friends and those who work for me) and there are times when those around you don’t.  We all seek validation, reassurance and guidance from those around us, and we learn to trust and believe in others, but ultimately, we need to seek… Continue reading Why your motivation should always come from within!

Can people plug the gaps in a customer experience?

On a recent work trip, I checked into my usual hotel.  It’s part of a small chain, with a really cool & funky vibe, beautifully designed furniture, and the rooms have a really cool twist.  Clearly, the business has really thought a lot about the look and feel, the perception and the brand.  Unlike a… Continue reading Can people plug the gaps in a customer experience?

What year end messages should you be sharing with your teams?

As the year draws to a close, it’s always a good time to reflect.  The end of another year and the imminent start of the next is a perpetual cycle, and there’s certain things that you should be doing with your team.  The end of the year for me drives 4 key actions: remember, reflect, plan,… Continue reading What year end messages should you be sharing with your teams?

The many shades of engagement – what’s the magic metric?

I’m sure I’m not the only one out there who is seeking the holy grail of customer experience – a single metric that shows the level of engagement reached across the customer base.  There’s many providers who claim to deliver the magic metric, or a system that will deliver the magic metric, but I’ve yet… Continue reading The many shades of engagement – what’s the magic metric?

The role of allies in Diversity & Inclusion

I recently took part in an interview withJulia Streets and Andy Woodfield for Divercity Podcast, a series of podcasts focused on helping organisations and individuals drive change in the field of diversity and inclusion in financial services. The topic of conversation focused on the role of allies in diversity and inclusion.  As Co-chair of Mercer’s LGBTQ… Continue reading The role of allies in Diversity & Inclusion

Why robots won’t take over customer success!

With the evolution of technology, and the dawn of Artificial Intelligence (AI), the media is awash with statistics on how many of today’s jobs will be lost to “robots”.  In apocalyptic headlines, humans will be marginalized in the working world, leaving many of us on the scrap heap, apparently. Quick! Best we find a new… Continue reading Why robots won’t take over customer success!

What are the raw essential ingredients in a customer journey?

When you start a start a new role in customer experience, one of the first things you’ll do is to establish how well-defined & managed the customer experience is.  It’s easy to get bogged down in detail, so this week’s post aims to help us make an initial assessment (or review ongoing progress) of our… Continue reading What are the raw essential ingredients in a customer journey?