Thought Leadership

Customer or Hostage? The unfortunate story of the UK passenger rail industry

12/01/2018 12/01/2018

Customer or Hostage? The unfortunate story of the UK passenger rail industry

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The Transparent Customer Experience: how measurement can benefit both company & customer

12/05/2016 12/05/2016

The Transparent Customer Experience: how measurement can benefit both company & customer

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Heart or head first? Which is more important in driving great Customer Experiences?

23/02/2016 23/02/2016

Heart or head first? Which is more important in driving great Customer Experiences?

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Heroes or Villains? Customer Experience Spotlight on the Telecoms Industry

12/11/2015 12/11/2015

Heroes or Villains? Customer Experience Spotlight on the Telecoms Industry

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Bureaucracy! Necessary evil or destroyer of employee & customer experiences?

08/09/2015 08/09/2015

Bureaucracy! Necessary evil or destroyer of employee & customer experiences?

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Just because its LEGAL, does not mean its RIGHT! The importance of openness & transparency in Customer Experience

18/08/2015 18/08/2015

Just because its LEGAL, does not mean its RIGHT! The importance of openness & transparency in Customer Experience

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Customer Experience failure in the energy industry - exhibit 1 - British Gas

11/08/2015 11/08/2015

Customer Experience failure in the energy industry - exhibit 1 - British Gas

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10/12/2012 10/12/2012

They don't really mean it! Are industry regulators helping or hindering the customer experience?

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If you are interested in speaking with Ian and finding out more, please contact us on +44 7770 736832.

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