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Why smaller companies have a unique advantage in delivering outstanding CX

If we want to build organisations that thrive, we must remember that empathy isn’t just good for people- it’s good for business too.

Scientific methods offers invaluable insights into customer behaviours and trends, but fail to fully capture the essence of human connection

Can AI and data analytics really replace first-hand customer feedback?

The reasons why AI falls short in this specific context, highlighting why face-to-face customer interactions remain essential

Introduction Some years ago, as head of a customer feedback programme in a large global organization, I went to the Head of HR and...

Leadership also means taking responsibility and being accountable.

Leadership is not about one's position in a hierarchy, it is about attitude and character.