Agile Business / Align / cloud CRM / complexity of customer experience / consumer trends / customer experience / Customer Retention & Loyalty / insights / Leverage / multi channel / New Ways Of Working / omni channel / operating model / Senior Leaders - we are all Customers

Smart Contact Solutions – The Future


In an increasingly Virtualised world – People Crave Personal Contact I thought I’d do a short blog today on something that has it’s roots in the fundamental drivers of Service Change in the UK, and globally. Namely how critical it is now to build Brand Empathy with Customers through your Colleagues. In my view the … Continue reading

Customer Experience and the Contact Centre: The view of a, relatively, young consumer.
Senior Leaders - we are all Customers

Customer Experience and the Contact Centre: The view of a, relatively, young consumer.


As a, relatively, young individual and consumer, I like to think I am somewhat adept when it comes to the use of technology in our day-to-day lives. Being a keen online shopper, with a strong dislike of having to physically shop, having access to my favourite products, brands and companies through my laptop, tablet & … Continue reading

The Job of the Customer Experience Manager
Senior Leaders - we are all Customers

The Job of the Customer Experience Manager


The need to improve customer experiences has been around since cavemen traded rocks for fish.  And as our understanding of complex customer experience issues has grown, so too have the opportunities for those moving into leadership and management roles. Having credibility to influence change is at the heart of the job.  But in reality, it can … Continue reading