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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
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Susan And Bill Have Relationship Problems – Episode 3

The Susan & Bill Trilogy The last time we met Susan and Bill, they were discussing survival tactics. Thankfully, they have managed to get the company back on an even keel – excu… Read more
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Susan And Bill Have Relationship Problems – Episode 2

The Susan & Bill Trilogy Following on from last week’s post on Bill and Susan, we explore what happens next in their story. EPISODE 2: “Performing Zone” versus “Danger Zone” S… Read more
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Susan And Bill Have Relationship Problems – Episode 1

The Susan & Bill Trilogy When our partner Deep-Insight launched its B2B NPS white paper, we created a storyline around two fictitious characters called Bill (a thoughtful bu… Read more
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Financial Services: Developing Quality Relationships With Your Intermediaries

“To manage great relationships, we need great people” Much of the UK insurance and wealth management industry is reliant on a distribution model centred on the key role of brokers… Read more
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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
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Customer Attuned Delivers Real Value for Trusted Partners Deep-Insight

February was a busy month for us as we were in the final delivery stage of two key projects with our partners at Deep-Insight. These projects demonstrate the real value in working wi… Read more
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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
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3 vital B2B findings from Dimension Data’s 2019 CX Report

CX expert Peter Lavers deep-dives Dimension Data’s 2019 Global Customer Experience Benchmarking Report to explore three key subjects that are vital for every B2B compan… Read more
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2019 – The Growth of Trust as a Core B2B Relationship Driver

“Leadership trust is driven by positive intentions translated and communicated effectively to the people that turn them into reality. The effect and experience is of mutual va… Read more