Thought Leadership

14/01/2019 14/01/2019

The lost suitcase - the sad reality of customer experience evolution

10/05/2018 10/05/2018

Thinking and acting in the interests of the customer. Have you enabled your people to do it?

19/03/2018 19/03/2018

Customer unhappiness and how to create it. A masterclass by Emirates

12/01/2018 12/01/2018

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

11/12/2017 11/12/2017

Customer Experience – Kyoto-style: By Beth Richardson

13/11/2017 13/11/2017

'Welcome to our kitchen'! Would you have the courage to invite customers into the inner workings of your company?

17/10/2017 17/10/2017

Customer Effort: How to Make Things Difficult for Customers, by Premier Inn

21/06/2017 21/06/2017

The Customer Experience Reality Check! The case of Manchester Airport

05/06/2017 05/06/2017

Eurostar est Shambolique: It’s not just the airlines who need to get their act together

02/05/2017 02/05/2017

Actions MUST speak louder than Words: United Airlines eat humble pie!

13/09/2016 13/09/2016

Heaven or Hell? What Customer Experience vacation memories do you have this year?

19/07/2016 19/07/2016

Carolyn McCall, CEO, Easyjet – An Example of a Courageous Customer Focused Leader

18/07/2016 18/07/2016

How to spectacularly fail your customers and damage your brand – by British Airways

12/05/2016 12/05/2016

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

16/03/2016 16/03/2016

The British Airways pilot who got off his bum! How to wow customers with the unremarkable

19/01/2016 19/01/2016

Have a nice day! Is the US better than the rest of the world when it comes to Customer Experience?

05/11/2015 05/11/2015

Do you know what 'it' feels like? Why experiencing your customer AND employee journeys is so important!

15/09/2015 15/09/2015

NO communication; NO bags; NO rooms; NO wifi!!! Customer Experience stories of unnecessary EFFORT, STRESS & INEPTITUDE

02/09/2015 02/09/2015

Ryanair 'always getting better' - has the world's largest international airline really changed?

18/08/2015 18/08/2015

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

Get in touch

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

Email to find out more