2015 UK CX Awards Welcome

I’m like parsley – I get everywhere!’ – Stories that amazed and inspired me at the 2015 UK Customer Experience Awards!

The month of September comes around every year. The kids go back to school. Millions go back to work after the summer holiday. Autumn starts to knock on the door. Christmas decorations are prominently displayed in stores all across the land. September is a month that signals change – some embrace it, while others despair […]

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Nunwood Customer Champions

A new era of experience branding: The KPMG Nunwood Customer Experience Excellence Centre 2015 UK Analysis

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. During these years of producing their Customer Experience Excellence Analysis, they have conducted over 1 million customer evaluations of more than 900 brands (across all sectors) – these facts […]

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Employee Experience

Why NPS is Useless in the Employee Space: Introducing the Great People Index (GPI)

More and more organisations are starting to consider how best to measure VOE – Voice of the Employee. Capturing ’employee perception’ and aligning it to ‘customer perception’ is critical in building a robust customer centric measurement system.¬†Increasingly, businesses are looking to deploy eNPS – the Employee Net Promoter Score – but is it the best […]

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CX Review - at the hollows

at the hollows – Customer Experience Review

I was inspired to create my own methodology for writing Customer Experience Reviews by reading and watching the plethora of infamous restaurant critics who are regularly in the public eye. Apart from the fact that I have always been envious of anyone who gets PAID to eat in the best restaurants all over the world, […]

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