Latest Blogs

/Latest Blogs

Why no one swims in the world most expensive pool

It’s the launch of BAT17 Episode 1 - Behaviour* so I came to Singapore. After a very long working week in Singapore I thought it would be a great place to launch Episode 1.*BAT17 is (Behaviour & Technology in CX) the conference in your pocketSingapore has a unique approach to customer experience and it shows [...]

5 days to go till Episode 1 and someone smiled

The miracle at Boots - why babies and comedians are good for your customer experience and Episode 1 of BAT17 For those who have read my last couple blogs you will know that this Friday we launch BAT17 the conference in your pocket. (BAT17 is short for Behaviour & Technology in Customer Experience by the [...]

In a medical emergency go to M&S not Boots the Chemist

How am I? - I am fine thanks for asking. I still hurt a bit but I am more in shock than anything else. I am in shock not so much because of the pain but because of a discovery I made about expectation and culture in CX. Expectation and Culture are 2 vital elements [...]

Customer Power

Morris Pentel talks about a key fundamental change in the business landscape over the last few years. The change to the balance of economic power from the organisation to the socially empowered consumer is dramatic. Filmed at the end of 2014 at a conference near Tower Bridge in London this keynote looked at impacts on [...]

CX Training – A slice of PIE please with everything!

Customer Experience Essentials but what's Essential? "Teach a man to fish" has always been at the heart of my work in training. This is something that I learnt about from a grumpy Welshman who said: I can't teach the little buggers that behave, that I can teach them how to survive. I always thought it [...]

Customer Experience Strategy Audit – DIY Tips

Understanding if your Customer Experience Strategy is fit for purpose is vital. What are the key trends that you are developing tactics to address within your strategy today and are they the right ones? Since we started Customer Experience Audits as a process more and more people have been writing to me to ask for [...]