6 Learnings from 6 months as a consultant

Once again this week, I’m digressing from my usual customer experience theme to share some learnings from my experience as a customer experience consultant over the past 6 months.  If any of you are thinking of venturing out into the world of consulting, here’s some tips and advice. Agree the scope BEFORE you start – In the first couple… Continue reading 6 Learnings from 6 months as a consultant

How to engage your success team right now

One of my current assignments is working with a maturing start-up FinTech.  They’ve got a strong management team, a great product, genuinely engaged customers and excellent customer-facing people.  The challenge they presently face is that of scaling the business, and with extremely ambitious growth plans, there no time to dilly dally.  Documenting the customer experience,… Continue reading How to engage your success team right now

Customer Experience Touchpoints – 5 tips on managing change

Modern businesses change often and rapidly.  What you focused on 12 months ago will often evolve into a new perspective a year later.  It’s really important for customer experience practitioners to acknowledge and embrace change and ensure that the customer journey for which they are responsible evolves in line with product and business requirements.  Failing… Continue reading Customer Experience Touchpoints – 5 tips on managing change

6 points on how to make a change positive employee experience

One of the most difficult things to do as a manager and leader is to implement change and make it successful. Every change needs to result in a different way of working or learning a new behaviour, and no matter how small, humans are resistant to this.  So how do you make it easy for… Continue reading 6 points on how to make a change positive employee experience

5+1 Factors on Managing Change & Transformation

In a recent blog, I talked about the amazing changes that the Workshare customer support team had brought about, increasing FCR (first contact resolution) by 25%.  The quality and speed of response continues to go up, (last week the team achieved 78%, a great result in a complex technical support environment), and it got me… Continue reading 5+1 Factors on Managing Change & Transformation