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...
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...
