When I go into my local coffee shop, they greet me and ask me if I want my usual coffee (latte if you are offering). Usually I say yes, but occasionally I go for something different like a mint tea. This usually gets the response of a raised eyebrow or a comment about trying to […]
We need to talk about transformation. In the age of Digital, it’s broken. Let’s take a look at the transformation paradigm: change is happening, whether we are talking about big, disruptive innovation that entirely alters your customers’ expectations, or there’s an accumulation of smaller things which are slowly rendering you ineffective, vulnerable to your competition […]
What I learned at a CX Insurance Conference I recently attended the CX Insurance conference in London – excellently hosted by Kim Palfrey and the team at IQPC. From a customer experience (CX) perspective, this sector has always fascinated me in terms of what it could potentially become. So we spent an afternoon putting together […]
Our work with Lloyds Banking Group: P.AC.E from Comotion on Vimeo.
I am very fortunate to live in London and attend many conferences, briefings and networking events on a weekly basis. It’s a core part of my business dna. I attend events with several objectives: to gain knowledge, to build my network, to be challenged in my thinking and hopefully be inspired. Every conference I attend […]
So – just had a fabulous conversation with Andrew Ingram, personal assistant to SC, who I am presently talking to about a consulting role. Having agreed with SC about what time I am talking to him, Andrew then emailed me to say that SC was busy at that time, therefore, could I book another time to […]
There's a new breed of officer emerging in the marketplace. Whether you call them Chief Customer Officer, Customer Director or even Head of Customer, it's a role that spans a wide spectrum.
Ryanair has really felt the pain. After years of growth, the feedback from its client base was that customers could just not take any more.
Actually Vue – it is nearly 2016. Auld Lang Syne will be ringing out in a matter of weeks and yet I am feeling so 2004.
Marketforce asked me to think about how a company should align its customer experience to your corporate goals so suggested the following article:
Rob is the founder and MD of Comotion – a growth consultancy that helps companies to build sustainable revenues by reinventing themselves as customer-led businesses discusses the future of business at the Digital Leaders Trends Briefing on the 24th September 2015.
I recently spent the day at the Marketforce 20:20 CX Summit in London listening to someexcellent speakers debate the state of the nation in the world of Customer Experience (CX). It has been a while since I attended a conference and so I was interested to see how the discipline had progressed.
If you’ve ever felt like a company really ‘took advantage of you, knew what you needed and squeezed you for every penny’ then you might be interested to hear about this story I recently came across.
Paul Allen Of Comotion On Building Customer-Led Businesses This is a quote from Paul Allen of the London-based consulting agency Comotion when asked about what they do and why Comotion exists. The name Comotion cames from putting the words “commerce” and “emotion” together – a useful simile of what Comotion does and a good representation […]
It is hard enough getting initiatives delivered in business without have to deal with people constantly telling you about all the things that might go wrong, or about why your initiative won’t work. Ignore these people at your peril. Larger organisations are particularly prone to “groupthink” because of hierarchical management structures. Employees are usually expected […]
Most organisations that are outsourcing use the contract to manage regulatory and other risks. They place obligations on their suppliers to ensure that regulatory obligations are met, usually in the form of a set of policies that have to be adhered to.
Ron Baker’s article on Earning his Mouse Ears Part I (you can read Part II and Part III here) gives a fascinating insight into his experiences of attending the Disney University.
One of Forrester’s analysts, Kerry Bodine, recently wrote an excellent article on howService Design relates to CX and UX.
Rob Millar, Director at Transform UK, talks to Manchester Business School about the lessons he's learnt in business.