Thought Leadership

Brutal and honest conversations

Join Ian for honest conversations with the people shaping customer experience, and take away ideas you can use straight away.

Explore Ian's videos

11/01/2017 11/01/2017

To deliver sustainable Customer Experiences... STOP looking backwards!

04/01/2017 04/01/2017

Customer Experience in 2017 - Collaborate, Educate, Simplify and Focus!

22/12/2016 22/12/2016

How to Make Customer Experience a Priority for the Whole Company

19/12/2016 19/12/2016

How NOT to ask for customer feedback: a shocking example from Sky TV

14/12/2016 14/12/2016

Do your people 'make' your Customer Experience? Monarch & Specsavers believe theirs do!

06/12/2016 06/12/2016

Customer Experience: Can We Fix It?

30/11/2016 30/11/2016

The Customer Experience Hokey Cokey! Why do companies find it so hard to commit to CX?

23/11/2016 23/11/2016

7 Top Tips to Create a Customer-Centric Culture

17/11/2016 17/11/2016

Customer Experience Professionals: Why We Do What We Do

16/11/2016 16/11/2016

Customer Engagement: a masterclass from United Biscuits

08/11/2016 08/11/2016

FANS or CUSTOMERS? Which do you need to have a sustainable business? The sad story of Leyton Orient Football Club

02/11/2016 02/11/2016

Random & Unintentional Customer Experiences: an example from BT

25/10/2016 25/10/2016

Technical Competence & Organisational Clarity – The two pillars of Customer Centric Leadership

17/10/2016 17/10/2016

Customer Experience: The Differentiation Battleground

06/10/2016 06/10/2016

Mastering Voice of the Customer – the VOC journey

04/10/2016 04/10/2016

Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle

26/09/2016 26/09/2016

Voice of the Employee (VOE) - Would you give your employees a seat at the board table?

21/09/2016 21/09/2016

For Customer Experience Success, Avoid Putting Square Pegs in Round Holes

19/09/2016 19/09/2016

The importance of EARNING authority as a Customer Experience Professional

13/09/2016 13/09/2016

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

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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