I’m thrilled to share that I’m now represented by Saxton Speakers Bureau. After more than two decades advising executive teams on customer growth, retention and experience transformation, writing two books …
AI, Dynamic Pricing and the CX Impact
Dynamic pricing Dynamic pricing has been around for a long time. Airlines, hotels and ride-sharing have always adjusted prices based on supply and demand. Over the past two weeks, there …
Customer Retention Gets Tested When Times Are Tough
Customers don’t just buy price. They buy value. Yesterday, I heard a senior leader briefing her team. No corporate deck. No polished narrative. Just the reality now. Pointing to the …
Blockchain Boosts Brand Trust
Brands are fighting back. As AI makes it easier to fabricate convincing digital and physical replicas, technologies that enable independent verification are becoming more important. Luxury brands were early adopters, …
The next competitive advantage: Amazon changed the way we shop. AI is changing the way we make decisions.
Why experience-led AI and not efficiency-led AI is the next competitive advantage In the nineties, Amazon played a central role in how we choose, decide and purchase. From a customer’s …
Inside Specsavers’ CX Transformation: How Empathy Outperformed AI in Australia’s Top Customer Experience Brand
Redefining CX Excellence In a year dominated by talk of AI-driven digitisation, Specsavers’ rise to the top of KPMG’s Customer Experience Excellence (CEE) rankings tells a refreshingly different story. Their …
AI ‘Plan and Buy’ Customer Journey: Checkout Lands in Chat
Customers will shift from searching for products to describing their needs AI shopping is still very early, patchy and far from seamless. But the direction of the future customer experience …
Why Customer Journey Mapping Fails Without Rigour
The Problem Most organisations approach customer journey mapping from the inside out. The exercise is typically led by internal stakeholders: marketing, operations or service delivery, who describe what they believe …
Evidence Before Action: Why ‘As-Is’ Customer Journey Mapping is Critical
There’s an emerging narrative in customer experience that journey management gets easier when you “map less.” The idea is seductive, especially when a CX solution involves fewer journey steps, fewer …
CommBank’s AI Backflip: Lessons for Customer Experience Leaders
News in CX: CommBank’s AI Backflip In the past 24 hours, the Commonwealth Bank of Australia (CBA) has dominated national headlines. Its attempted shift to AI-driven call centres — and …