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
Entries by Peter Lavers
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
Customer Experience: Digital or Human?
Delivering a ‘human’ customer experience in a future that’s increasingly ‘digital’.
Reading the SAS / Futurum “Experience 2030” report about how
“consumers don’t just use digi… Read more
Consumer Loyalty 2030
Drivers of loyalty are also drivers of profitable business
I’ve recently been reading the SAS / Futurum “Experience 2030” report, and its question regarding what will drive cust… Read more
Trust is not a binary on/off switch
Why building, protecting and recovering trust is a business imperative
By Peter Lavers and Mark Hollyoake
Trust is a hot topic! Here in the UK it was a major factor in our general ele… 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
Satisfaction or ‘Statisfaction’?
One of my esteemed colleagues recently sent a draft document to me that had a typo – satisfaction had been spelt with an extra ‘t’, making up a new word ‘statisfaction’.
That got me th… 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
Thoughts from Dimension Data’s CX Benchmarking Report Roundtable
This January, top industry leaders joined together to discuss Dimension Data’s recent 2019 Customer Experience Benchmarking Report. As a recognised CX influencer, I wa… Read more
building a culture of customer centricity based on B2B Trust
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