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 […]
Author Archive for: jerry-angrave
About Jerry
This author has not written his bio yet.
But we are proud to say that Jerry contributed 61 entries already.
Entries by Jerry
The “real” role of a Customer Experience professional
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 […]
Customer Experience and Sustainability
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 […]
Securing buy-in for Customer Experience
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 […]
The real purpose of customer journey mapping
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 […]
Customer Journey Mapping – as relevant and as possible as ever
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 […]
Treating customers unfairly – savvy or naive?
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 […]
Is now an appropriate time to Spring-clean our Customer Experience programme?
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 […]
Customer Journey Mapping – a fun day with sticky notes or a strategic and cultural catalyst?
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 […]
Making the hidden disability experience visible
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 […]
What we do
Latest customer experience blogs
- Passenger Experience: looking back at the World Aviation Festival13/10/2022 - 3:47 pm
- Securing buy-in for Customer Experience04/02/2021 - 9:09 am
- The real purpose of customer journey mapping09/12/2020 - 5:38 pm
- Customer Journey Mapping – as relevant and as possible as ever18/09/2020 - 8:09 am
- Is now an appropriate time to Spring-clean our Customer Experience programme?01/04/2020 - 4:10 pm
- Customer Journey Mapping – a fun day with sticky notes or a strategic and cultural catalyst?14/02/2020 - 9:55 am
Contact Jerry Angrave
by phone: +44 (0) 7917 718 072
email: [email protected]
Twitter: @jerryangrave
LinkedIn: uk/jerryangrave