by Gerry Brown | Aug 8, 2023 | Uncategorized
In a customer service world that just keeps getting worse, according to the UK CSI’s latest survey, it takes a stunningly incompetent organisations to screw up on multiple touch points or channels, in the matter of an hour. But those wonderful folks over at...
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,...
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...
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...
by Gerry Brown | Apr 3, 2019 | Uncategorized
Joining up to win Customers’ and Colleagues’ hearts and minds In the year 5555Your arms are hanging limp at your sideYour legs got nothing to doSome machine’s doing that for you In the Year 2525 – Zager and Evans It’s not just the intelligence...
