I'm half way through facilitating the redesign of key customer journeys across a particular b2b lifecycle. As you might imagine new …Read More
service design
Trust Me! I’m A Brand
The 2017 Edelman Trust Barometer reports a downturn. So say 33,000 people from 28 countries. It makes dramatic reading. Even the executive …Read More
How To Balance Digital and Human Customer Support
The more we adopt self managed, digital channels which optimise our expectations for 'always there', real time delivery, we are also …Read More
Customer Experience Is Hard Enough Without Self Deception
Call me slow off the mark but I've never jumped into the customer experience pond. For some reason I've not been tempted to dive bomb it and …Read More