Thought Leadership

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

19/03/2018 19/03/2018

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

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Making the Customer Experience Magical – The Power of Surprising and Delighting Customers!

03/05/2016 03/05/2016

Making the Customer Experience Magical – The Power of Surprising and Delighting Customers!

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

05/11/2015 05/11/2015

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

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'The 'e' in easyJet does not stand for empathetic' - the real cost of sticking to the rules!

04/08/2015 04/08/2015

'The 'e' in easyJet does not stand for empathetic' - the real cost of sticking to the rules!

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What happens if your company overreacts? Your customers exert unnecessary effort!

17/12/2014 17/12/2014

What happens if your company overreacts? Your customers exert unnecessary effort!

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Customer Empathy - ignore it at your peril!

19/09/2014 19/09/2014

Customer Empathy - ignore it at your peril!

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Customer Experience is Dead - The case for the defence (no it's not!)

10/06/2014 10/06/2014

Customer Experience is Dead - The case for the defence (no it's not!)

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McDonalds and the 100 year old woman - a story of customer empathy, kindness & caring

08/05/2014 08/05/2014

McDonalds and the 100 year old woman - a story of customer empathy, kindness & caring

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