July 29, 2019

Most companies don’t get what it means to deliver a great customer experience

If you stop and think about your own behavior for a minute. I’m betting that when faced with a question that you don’t know the answer […]
July 8, 2019

Deutsche Telekom, Digital Credit Union and Telenet reveal their digital transformation secrets

Digital transformation is not easy. Particularly when you consider that, reputedly, around 70% of all transformation programs fail to meet expectations or their objectives. That means […]
June 8, 2019

C+/B- is the grade the customer experience industry currently deserves – Interview with Bruce Temkin

Today’s interview is with Bruce Temkin, Head of the Qualtrics XM Institute. He joins me today to talk about his view on the current state of […]
May 24, 2019
Punk CX cover

What would a punk rock version of CX look and feel like?

Back in December 2017 I was sat with a friend of mine, Oisin Lunny, in the Basketmakers pub in Brighton. After 2-3 pints of Guinness, I […]