Thought Leadership

Random & Unintentional Customer Experiences: an example from BT

02/11/2016 02/11/2016

Random & Unintentional Customer Experiences: an example from BT

Read More

18/07/2016 18/07/2016

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

Read More

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

15/09/2015 15/09/2015

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

Read More

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

Read More

Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call

25/05/2015 25/05/2015

Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call

Read More

The epic failings of Emirates: are brands really trying hard enough when it comes to Customer Experience?

25/02/2015 25/02/2015

The epic failings of Emirates: are brands really trying hard enough when it comes to Customer Experience?

Read More

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