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Why treating customers fairly should be a top priority

As an independent customer experience expert on the SAS Collaborators Programme, I’m delighted to have my new blog “Why treating customers fairly should be a top pr… Read more
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Peter Lavers Voted as top CX Professional

We’re happy to report that our founding director Peter Lavers has been voted by the readers of the UK’s Customer Experience (CX) Magazine as one of the top 50 CX Profes… Read more
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Are there any good reasons for delaying a CX listening or improvement programme?

Timing always seems to be an issue with new voice of the customer (VoC) surveys, capability building, and customer experience (CX) improvement programmes. I often hear “l… Read more
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Not making your targets? Don’t despair!

Most companies are facing their biggest challenges of peacetime history as we navigate through the Coronavirus pandemic. Some won’t make it. Falling sales and profits? Many are… Read more
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Getting Agile really working outside of IT requires culture change

The term Agile Working is being used within more & more businesses. Although loosely defined, it generally refers to a more flexible and pacey way of working. In this post, I sh… Read more
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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
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Providing Leadership Through Change & Uncertainty – B2B Trust Series Event – 18 March 2020

**COIVD 19 UPDATE: Event postponed until Thursday 4th June 2020** It is with great regret that we have decided to postpone the breakfast event on Wednesday 18th March and resched… Read more
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Fonolo: Top 20 Customer Service blogs to read in 2020

Congratulations to one of our founding directors Peter Lavers, who has been named as a top blogger in the realm of Customer Service. The list has been created by Fonolo, who provid… Read more
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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
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The need for analysts to have improved commercial awareness

I have mentioned before that analysts benefit from stronger commercial awareness. But what do I mean by this term? The easiest way to explain is to set it in context. A lack of commer… Read more
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