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Crossing the Great Divide – Organizational Engagement Brings Customer Experience to Life

by Gerry Brown | Jul 28, 2021 | Uncategorized

There is a magical location in the Canadian Rockies north of Calgary known as the Continental Divide or the Great Divide. It’s where rivers drain and then separate to flow to opposite sides of the continent. The outflow literally ends up oceans apart, in the Atlantic,...

There’s no new normal – Evolution isn’t a destination

by Gerry Brown | May 27, 2021 | Uncategorized

Part 2 – Acceleration at the speed of Right The times they are a’changin – Bob Dylan. In part one of this blog I shamelessly took some credit for the positive changes that some companies had achieved during the Covid-19 pandemic, by suggesting that they had borrowed a...

There’s no new normal – Evolution isn’t a destination

by Gerry Brown | May 13, 2021 | Uncategorized

Part 1 – The survival of the fastest The future ain’t what it used to be – Yogi Berra. I was delighted to see that one of my favourite columnist Giles Coren, writing in The Times, published The Lockdown Things That Giles Coren Finds Common, in which he...

Connecting the BOTS – Joining up to win Customers’ and Colleagues’ hearts and minds

by Gerry Brown | Apr 3, 2019 | Uncategorized

In the year 5555 Your arms are hanging limp at your side Your legs got nothing to do Some machine’s doing that for you In the Year 2525 – Zager and Evans It’s not just the intelligence that’s artificial It’s perhaps no coincidence that Zager and Evans, who...

Look who’s talking! Conversation not confrontation is the key to winning customer’s hearts

by Gerry Brown | Dec 5, 2018 | Customer Service Education, Uncategorized

It feels as if we live in an increasingly nasty world where a lack of civility and courtesy, an increase in bad manners, and an avalanche of negativity, especially in business, are some of the least bad outcomes. But fortune smiled on me recently and I was at a couple...
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Recent Posts

  • Crossing the Great Divide – Organizational Engagement Brings Customer Experience to Life
  • There’s no new normal – Evolution isn’t a destination
  • There’s no new normal – Evolution isn’t a destination
  • Connecting the BOTS – Joining up to win Customers’ and Colleagues’ hearts and minds
  • Look who’s talking! Conversation not confrontation is the key to winning customer’s hearts

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