PSG Win the Champions League – But Forget Who They’re Really For 🏆
The one where I go behind the scenes
Case Study: One Phone, Two Hours and a Lesson in Prevention
The one where I get in a hotspot of bother
Enemy in Paris
The impossibility of the French Metro system (and why you still need humans to help)
Tesla, Tribalism, and the Myth of Customer Loyalty
I’d say my views on customer loyalty are pretty well known by now. But the other day, I got asked a great question which made me think again. I’ve written…
Case Study: Fake Airpods, dodgy dealers, and a brilliant eBay experience
I could tell the second I tried to open the box. That usual, perfect, satisfying Apple-designed ‘drop’ of the box from the lid was missing. In fact, I couldn’t open…
Simpler, Better, Faster, Colder: How AI is Changing Customer Experience
I didn’t really want to add to the pile of AI articles, not least for fear of our future overlords being able to look back on what things I said…
The Curse of Knowledge
It’s fair to say I have quite a ‘complicated’ garden. When we were buying the house, we had to have an interview with the owner, showing us the plants and…
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