It’s Not Me, It’s You
If a customer makes a mistake, it’s the companies fault for making it possible for a mistake to be made. Welcome to Customer Experience in 2016…
Category: Customer Experience
Customer Experience Stories
Trends Reunited
So Friends Reunited is no more. But it leaves us with lessons in social networking, online stalking, and the importance of keeping an eye on the trends shaping the world we live in.
Goggles, Heartbeats, and Novelty Socks. Welcome to 2016.
The future’s made of Virtual Reality, surrounded by beard-less Hipsters and colourful socks. Here’s my summary of the 2016 trends reports…
The Descent to Average
Why do so many great ideas disappear into nothingness? The dreaded descent to average…
In Search of Certainty
I recently ordered a large plate of nachos. And that got me thinking about the need for certainty in our lives, whether as a customer, a career-planner, or a commuter…
The Way You Make Me Feel
If it’s true that the only thing that matters in life is how you make people feel, then what does this mean for a purposeful career and a customer-led company?
Design With The End In Mind
Once you see it, you can’t un-see it. Another example of the importance of certainty in the world of customer experience…
Three Lessons From the Future of Travel
What will travel look like in 2025? I’m placing my money on month-long holidays, entertaining airports, and try-before-you-fly…
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