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 …
The Most Dangerous Phrase in CX: “We Know Why Customers Leave.”
In most organisations, churn is silent. Customers rarely complain at the point of exit. Their decision to leave is typically made earlier, triggered by accumulated friction or a competitive alternative …
AI-Powered CX Insights: For Leaders the Message is Proceed with Caution and Care.
AI-powered CX insights promise speed, scale and innovation. Yet when we tested these claims in practice, the reality contradicted the hype: fast outputs, yes — but with major risks to …
Launching Customer Journey Intelligence
This week marks the launch of my new consulting service: Qualitative Research-Driven Customer Journey Intelligence — supported by the rollout of my newly branded website. The consulting service helps organisations …
CX Leadership: The Last Word
I think we’ll all breathe a collective sigh of relief when we kiss 2020 goodbye. But just as this year has been like no other, so will next year, 2021, …
Customer Experience News 206: Collaboration: CX Leaders Adopt the ‘No Silo Rule’, Empathetic Leadership Empowering Employees and 7 Deadly Sins of CX Transformation
Collaboration: CX Leaders Adopt the ‘No Silo Rule’ (1min) Both Steve Jobs and Elon Musk, have followed the ‘no silo rule’. As Musk wrote to Tesla employees, “We obviously can’t …
Customer Experience News 195: New Moves from the Pandemic Playbook, Transcending Transactional CX & AMEX Supercharges Survey Response Rates
New Moves from the Pandemic Playbook (4min) This week we share Part Two of a new research study by customer experience consultancy All Work Together, which reveals how Marketing and …
Customer Experience News 194: New Research Reveals CX Leadership in the Crisis Economy and How Deep Listening Delivers Deeper Customer Insights
New Research Reveals CX Leadership in a Crisis (4min) A new research study by leading customer experience consultancy All Work Together, reveals how executive Marketing and CX leaders mobilised their …
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