The War of the (CX) Worlds

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...

A Beacon of Light in a Sea of Indifference

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...

Screw it – Don’t B&Q it

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...