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WHO WE ARE

A Customer Experience Consultancy, founded in 2012, guiding, mentoring and consulting with organisations and customer experience practitioners in over 35 countries worldwide

WHAT WE DO

Specialists in ‘operationalising the customer experience’, we manage customer experience programmes; developing training solutions and creating employee engagement

WHO WE WORK WITH

The companies we work with range from banking and financial services through to education, healthcare, transportation, manufacturing, supply chain services and many more

Client Testimonials

“A truly talented CX thought leader who is able to turn CX complexity into CX practicality.  Always a pleasure working with Ian over the past 3 years and I look forward to our future engagements.”

Brian Atkinson - Leader, Collaboration and Customer Experience, Cisco UK & Ireland

Customer What?

Customer What? The honest and practical guide to customer experience

Now, more than ever, should be a wonderful time to be a customer.  I have observed, and been part of, a tidal wave of focus on customer experience, as businesses have increasingly recognised that doing the right thing by their customers, and actively managing the experience, might make sense.

Ian’s Latest Articles

How NOT to ask for customer feedback: a shocking example from Sky TV

Having been involved in the world of Customer Experience for many years, nothing should really surprise me - I have very much witnessed the good, the bad and the ugly of business behaviour. However (there is [...]

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