by Gerry Brown | Sep 25, 2025 | Uncategorized
Are Chatbots Capable of Empathy? There is a common perception that chatbots struggle to display empathy. But then, who truly excels at it? One of my guilty pleasures is reading the many consumer complaints featured in weekend newspapers—yes, the traditional printed...
by Gerry Brown | Jul 4, 2025 | Customer Experience
Waiting for Godot, is a play written by Samuel Bennett, that premiered in English in London in 1955 and in a poll conducted by the British Royal National Theatre in 1998/99, it was voted the “most significant English-language play of the 20th century.”...
by Gerry Brown | Feb 12, 2025 | Uncategorized
Recently I was very fortunate to have Elizabeth Stokoe as a guest on the Engage Business Media podcast Customer Engagement – Examples of Excellence. Liz is Professor and Academic Director of Impact at the LSE and an acknowledged expert on conversation analysis. She is...
by Gerry Brown | Feb 21, 2024 | Uncategorized
Customer Experience at war with itself The first sentence of Leo Tolstoy’s novel Anna Karenina is: “Happy families are all alike; every unhappy family is unhappy in its own way.” A quick glance across both the mainstream media and the Twittersphere...
by Gerry Brown | Sep 12, 2023 | Uncategorized
UK Power Networks, a shining example of great customer experience Just ask yourself, when was the last time you and your partner got up on a Saturday morning and said, “let’s go and check out power network companies.” No, me either. But when the power goes out, maybe...
