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 [...]

Global CX Maturity Survey 2016 – 2017

We are asking  you to take part in our global survey about Customer Experience for senior professionals in large organisations and their partners. There is a growing awareness that excellence in Customer Experience (CX) delivers significant commercial benefits and builds customer loyalty, advocacy and long-term value. Companies win, by using [...]

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 [...]

Platform Independent Experience

With so much change going on at the moment it seems worthwhile to talk about one of the latest discernible disruptive coalescence which is this idea platform independent experience. It's now become so commonplace that we all experience it everyday. Whether it is checking email LinkedIn Twitter or Facebook on the phone or checking email [...]

CX Omni Channel Design

There will be CX OCD (CX Omni Channel Design) 1 day training courses globally this academic year (15-16). 1 Day CX Omni Channel Design CXFO Certified The course will cover the mechanics of Omni-channel service design. From connecting channels & silos together to key strategies such as: The single customer experience across every channel is now [...]

IVR Experience Improvement – saving money

Did you know …..if you repeat the same message in your IVR 3 times – Your Customers are 3-5 times more likely to hang up and phone back if under stress? Why - We like journeys’ not time loops so if you simply improve your messages ……… you could improve your Customer Experience. Did you [...]

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 Finance & Business Cases

If the Customer is at the heart of the organisation then you better keep track of the cost  This course is about how to track the financial impacts of Customer Experience and how to use them in business cases. This is about building a granular picture of the cost and value equations. It is aimed [...]