Calling all those working in customer management / CX. I would so love your views and I have 10 questions for you. — The rise of technology has acted as a major disruptor to society, and therefore to how consumers interact with brands. …

A Tale of Three Underestimations — Squinting through foggy hues haunting the frigid, swirling air atop the dark ocean below, Captain Edward Smith rubbed his hands against the cold. He sighed, and not for the first time that day. Other vessels in nearby waters that had been spotting icebergs for days, and were issuing yet more…

Free Report Released Globally — Released June 2023 — covered by industry media outlets Pre-registrations from around the world One of the first customer interaction reference models Draws from marketing science, the social sciences, technology analysis, and established multi-disciplinary literature An evidence-based challenge to common industry concepts MEDIA RELEASE: Companies are undermining the vital service layer needed to engage with customers, says independent analyst

For corporate boards and their shareholders — Boards should be endorsing market strategy that is based on proper market diagnostics — not opinion Many M&A failures are a direct consequence of inadequate market intelligence Company directors need to ensure that their CEO is appointing formally qualified individuals to the role of Chief Marketing Officer (or equivalent) with…

The socially unacceptable truth — I don’t know about you, but I only dabbled in silly substances in my youth. I like to think I was too smart to get sucked into anything that dumb, which I hope I have passed on to my boys. But also, I was scared of it. Still am. It…

The Annual Musings of the Discombobulated — 2021, the second full year right after the decade that redefined so much of what we should be focussed on in the customer professions, has gone. Through the fogginess of COVID that engulfed these last 2 years, it is easy to lose sight of what actually happened. And I’m not…

The business blindspot & the lost fuel of marketing maturity — Prologue Not many of my readers will know that I spent a portion of my career advising companies on risk. From tech risk consultancy, and later leading the business risk advisory practice at the world’s largest broker, running behavioural risk research (where I first fell in love with behavioural economics) …

Nations, Corporations, Executives, and Brands — Do you remember, as a child, dreaming of the things you would do? Do you remember the imagery you had of yourself, of the hero, or the force for good that you would be? Children have a sharp sense of justice and an even sharper rejection of injustice. …

The big problem that no one talks about — “The first rule of Fight Club is: you do not talk about Fight Club. The second rule of Fight Club is: you DO NOT talk about Fight Club!” As the boards of organizations across industries as far afield as banking and insurance, to retail, media, utilities, and telco all grapple…