Playbooks in customer experience management
In my role as a consultant and adviser to companies across sectors, I am increasingly coming across and hearing about the utilisation of playbooks in customer experience managem… Read more
Entries by Peter Lavers
Joined up Voice of Customer and Staff Studies
In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE… Read more
Risk to reward: Risk assessment for competitive advantage
When considering risk, the rhetoric is often around prevention. How could we have prevented the financial collapse of 2008? Or the widespread disruption caused by COVID-19? Nat… Read more
Adapting to New Normal Customer Behaviour Panel Discussion Summary
There is widespread agreement that the New Normal will look very different to the old normal, and to get through it’s going to take leaders who champion new insight-led ways… Read more
How to deliver ‘human’ CX in a digital future
Peter Lavers, Director, Customer Attuned, latest blog is featured in MyCustomer.Com
“How to deliver ‘human’ CX in a digital future”
Re… Read more
How Customer Behaviour is Changing – Disruption at Every Turn
Director of Customer Attuned, Peter Lavers, blog has been featured in Just Marketing, February edition.
“Reading the SAS / Futurum “Experience 2030” report made me think… Read more
Earned, not Given: The Secret to Customer Loyalty in a Digital Age
Customer Attuned director Peter Lavers has had an article on consumer loyalty published in the latest issue of Customer Experience Magazine.
The SAS/Futurum Experience 2030 re… Read more
Peter Lavers included in Top Customer Service Influencer List 2019
Customer Attuned Director Peter Lavers has again been named as one of the world’s top customer service influencers.
He has been featured on Fit Small Business’s Top Customer Serv… Read more
Providing Leadership Through Change & Uncertainty Event
We were delighted to host an audience of senior leaders from across a range of industries at our Providing Leadership Through Change & Uncertainty event in Edinburgh this mor… Read more
Talking Trust for IBM’s Latest thinkLeaders Podcast
As part of my role as an IBM Futurist, I was asked to feature as a guest for the thinkLeaders Podcast, recorded from the IBM Think 2019 Conference in San Francisco. In the podcast enti… Read more
