Conference Keynote – Customer Experience Insight: Working Around Fragmented and Siloed Decision-Making Today, organisations don’t lack customer data, nor do they lack AI technology to visualise and analyse data into …
Robo-Aged Care? Another Algorithm, Another Customer Nightmare
07 | NOT WALLPAPER is a regular post about what is changing in customer value and growth: behaviour, acquisition, retention and churn, journeys, service, customer experience and AI. Graham Crossan, 80, …
Micro-Trend: Customer Experience (CX) Effort Creep
I’m observing signs of a micro-trend: customer pushback against the small, accumulated irritations of customer experience improvements. I’m calling this CX Effort Creep. My interpretation is that brands’ pursuit of …
What Leaders Ask For in a Customer Experience Keynote
Across my past three Customer Experience conference keynotes, leaders have asked a similar question: what does good CX look like now, as we move into 2027 and beyond? These keynote …
Bigger Baskets. Better Customer Experience?
01 | NOT WALLPAPER is a weekly post about what is changing in customer value and growth: behaviour, acquisition, retention and churn, journeys, service, customer experience and AI. Bunnings rolled …
Wesley Mission: Customer Experience Event Keynote Speaker
A big thank you to Wesley Mission for the opportunity to share my signature customer experience keynote for their Growing Our Impact team event in Sydney. I joined around 30 …
Customer Experience Keynote Speaker for Banking Conference
A big thank you to People First Bank for inviting me to speak at their All Kinds of Good conference in Adelaide. As a keynote speaker in Customer Experience and …
40 Day Sprint. Writing My Next Business Book on Customer Retention and Churn
For the past month, I have written every day. The commitment is to continue for 40 days. I’m writing my 3rd business book on customer retention and churn. It began …
Customer Retention Strategy, Loyalty and Belonging & the Future of CX
In a world increasingly designed for AI efficiency, customer belonging may become one of the most powerful drivers of retention and loyalty. Is this the future of customer experience? For …
New Business Book Coming on Customer Retention and Churn in the AI Era
Today, I’m deep into writing my next book, focused on customer retention and churn in the AI era. I’m writing my third business book on customer retention and churn. Ten …