7 Customer-experience-related predictions for 2020

At this time of year, we usually see a slew of trend prediction pieces. As a rule, I don’t like them and don’t like writing them. The reason being is that often when I read them, it feels, to me, like we are in danger of focusing too much on the future and not enough on the present. I wish that folks would focus less on trends and more on the present and getting things right in the here and

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Fanocracy and building a true human connection – Interview with David Meerman Scott

Today’s interview is with David Meerman Scott, an internationally acclaimed business strategist, author, entrepreneur, advisor to emerging companies, and public speaker. David joins me today to talk about his new book that he co-authored with his daughter Reiko: Fanocracy: Turning Fans into Customers and Customers into Fans, how it came about and what we can learn from it. This interview follows on from my recent interview – The winner of the 2019 CX Leader of the Year – Interview with

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Perspective and what’s important

As we embark on the journey that is 2020, I wanted to start my blogging year with a story that was told to me a number of years ago. The story involves a group of school students who, during one of their classes, were asked to make a list of what they considered to be the Seven Wonders of the World. These didn’t have to be the Seven Ancient Wonders but just the Seven Wonders as they thought of them.

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A very special and very limited edition of Punk CX

I’m not sure if I told you or not but the original concept for the Punk CX book was going to be a 7’ x 7’ hardcover version…… as a nod to the 7’ vinyl music single. However, when we got round to costing the production of it, the 7’ x 7’ version proved to be pretty expensive to produce, particularly on an on-demand basis. That’s why we plumped for the current paperback. Now, whilst I am really, really pleased

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The state of workplace happiness and why it matters – Interview with Lord Mark Price of Engaging Works


Today’s interview is with Lord Mark Price, who is the founder of engaging.works, an author, speaker, Chair of the Fairtrade organisation, Member of the House of Lords and former Managing Director of Waitrose and Deputy Chairman of The John Lewis Partnership. Mark joins me today to talk about engaging.works, workplace happiness and their The State Of Workplace Happiness Report – 2019. This interview follows on from my recent interview – Pathfinder customers and employees are demanding more of senior leaders

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Pathfinder customers and employees are demanding more of senior leaders – Interview with Katherine LaVelle of Accenture


Today’s interview is with Katherine LaVelle, Managing Director and North America Lead for Talent & Organization at Accenture Strategy. Katherine joins me today to talk about a new piece of research (New Rules for Engagement) which is based on interviews with 200 C-suite executives and a survey of more than 11,000 employees and consumers globally and explores the hypothesis that proactively reskilling the C-Suite can lead to both personal and bottom line benefits. This interview follows on from my recent

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Has Amazon been trying to charm socially conscious shoppers in the U.K. in advance of Christmas?

Amazon in the UK

Over the last couple of months, Amazon has been running TV advertisements promoting the fact that the public can book a tour at one of eight of their fulfillment centers here in the U.K. Now, I’d never heard of this initiative before, so I wondered how long it had been going on. As it turns out that they have been running tours of their fulfillment centres for about four years now although while the number of centers covered has expanded

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The secrets behind Airbnb’s customer experience – Interview with Joseph Michelli


Today’s interview is with Joseph A. Michelli, a best-selling author, internationally sought-after speaker and organizational consultant. Joseph joins me today to talk about his new book: The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, why he wrote the book, what can we learn from Airbnb and some for the future challenges facing companies trying to deliver a stand out experience. This interview follows on from my recent interview – Research insights into gathering effective

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As businesses scale they can lose touch with their customers, here’s what HubSpot is doing to prevent that happening


It’s a common occurrence that as companies scale one of the biggest challenges that they face is staying close to their customers. HubSpot, a provider of a growth platform that helps transform the way that organizations attract, engage, and delight their customers, is no stranger to this phenomena. Established in 2006, they crossed the $100 million in sales mark in 2014 and held an IPO in the same year. Since then they’ve powered on to generate $500 million in sales

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