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.”
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
Why a VOC program is vital to your B2B business – by Kimberly Holbrook
In the ‘Customers 2020 Progress Report’ (Walker), it is predicted that Customer Experience (CX) will surpass price and product as the key differentiator by the year 2020. Right now, CX and Voice of the Customer [...]
The Distance Between Prawn Crackers and Preferences in Most Customer Experiences Today. By Greg Moore, Episerver
We are all customers. We buy products and services. We buy brands. When it comes to our own organizations, however, we disconnect our consumer self with our business self. “Out in the wild” we know [...]
Sometimes you win, sometimes you learn – a review of the 2018 UK Customer Experience Awards
I have often written about the fact I feel truly blessed to be able to practice my vocation on a daily basis. I am afforded the opportunity to see and experience so many different things, [...]