Customer Journey Maps

July 10, 2018

The finish is just as important as the start of any experience – Interview with Pauline Wilson of Virgin Holidays

Today’s interview is with Pauline Wilson, who is VP of Operations at Virgin Holidays. Pauline joins me today to talk about going undercover, better understanding their […]
November 16, 2016

Is it time to stop talking about employee engagement?

Today’s podcast interview is a little different as it is an interview that I did earlier this year with the folks over at Engage For Success. […]
October 24, 2016

Habituation and the risk to customer experience

I watched a really interesting TED talk by Tony Fadell, originator of the iPod, the other day. In it he was talking about a process called […]
October 14, 2016

How customer experience professionals can build relevance and impact in large organisations

One of the frustrations that I often hear about is the limited impact CX, UX or digital professionals are having on driving improvements in service and […]