Passenger Experience: looking back at the World Aviation Festival
Last week I had the pleasure of chairing the Passenger Experience tracks at the World Aviation Festival in Amsterdam. For anyone who wasn’t able to get there but is interested […]
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Last week I had the pleasure of chairing the Passenger Experience tracks at the World Aviation Festival in Amsterdam. For anyone who wasn’t able to get there but is interested […]
Ten years ago, I left my inhouse, corporate CX roles and set up Empathyce. I’ve had the privilege since then to work with brilliant people at airports, airlines, utilities and […]
A few thoughts on CX doing our bit… Customer Experience and Sustainability. Two very topical, heavyweight agendas for companies looking to prosper in future. Each is rooted in different issues […]
For anyone in the early days of their CX career, securing buy-in for Customer Experience from sceptical stakeholders can be daunting. It needn’t be. Yes, there are always those who […]
This year has challenged the real purpose of many organisations. Some have stayed true to their meaning while others have shown their true colours. As the dust hopefully settles on […]
The headline act of a Customer Journey Mapping programme was always the workshop. A very visible, tangible demonstration of how an organisation is edging towards its customer-led goals. A group […]
Airlines around the world are communicating heavily in an effort to welcome us back. Understandably, they need the revenue and are enticing us with reconnected routes and reassurance about […]
People in Customer Experience roles are an energetic, passionate bunch. They are also resilient and have bags of perseverance. Nonetheless, as lockdown restrictions persist I’ve heard from a couple of […]
Done effectively, mapping the customer journey of today’s experience generates an invaluable list of tactical improvements. Unfortunately, it’s also often the limit of what organisations think customer journey mapping can […]
How good would it be if this sunflower icon, to help identify people with a hidden disability, was as recognisable everywhere for what it is as the white stick that […]
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