Thought Leadership

23/02/2016 23/02/2016

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

17/02/2016 17/02/2016

Do You Have a Funny Bone? The 3 Vital “Bones” Required by All Customer Experience Leaders!

09/02/2016 09/02/2016

They say elephants never forget... but what about customers?

03/02/2016 03/02/2016

CX makes the world go around! Why customer experience is a global challenge

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?

04/01/2016 04/01/2016

Why 2016 should NOT be 'the year of the customer'

08/12/2015 08/12/2015

Personal; Reliable; Trusting - Customer Experience Lessons from Independent Businesses

25/11/2015 25/11/2015

It doesn't bother me! What would the world be like if no-one cared about Customer Experience?

16/11/2015 16/11/2015

Going the Extra Mile — The Difference Between Just Doing a Job and Genuinely Engaging with the Customer

05/11/2015 05/11/2015

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

19/10/2015 19/10/2015

People – Never Underestimate How Important They Are in the World of Customer Experience

30/09/2015 30/09/2015

I'm like parsley - I get everywhere!' - Stories that amazed and inspired me at the 2015 UK Customer Experience Awards!

15/09/2015 15/09/2015

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

08/09/2015 08/09/2015

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

08/09/2015 08/09/2015

Why NPS is Useless in the Employee Space: Introducing the Great People Index (GPI)

25/08/2015 25/08/2015

How to turn a great customer experience into a terrible one: Hammonds, the fitted furniture company

13/07/2015 13/07/2015

Re-defining NO! Re-focusing your people on the art of the possible

06/07/2015 06/07/2015

‘Yes you can!’ – Doing the right thing for customers does not have to be difficult – it is just normal!

01/07/2015 01/07/2015

The wonderful sound of Customer Experience: Tales from South Africa

09/06/2015 09/06/2015

Transformational Leadership - the key to unlocking the competencies of Customer Experience Professionals

Get in touch

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

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