Next week I am speaking at an incredible full day event, The Future of Leadership. And while I’m not a leadership speaker per se, in preparing for this presentation, I’ve had an epiphany. Customer Experience is no longer just a function of a company’s customer service...
The week before I got married a month ago, I realised I’d forgotten to buy shoes for my seven-year-old son Ollie, who had the important job of walking me down the aisle (so cute!) I made a mad dash to our local shopping centre with a window of 30 minutes and the brief...
If you’ve rented a car lately, you’d know that it’s usually not a customer experience worth sharing and if it is, it’s for all the wrong reasons. Bland and boring at best, impersonal, inefficient and infuriating at worst, the once-clear distinctions between companies...
