Here’s what we covered:
🧠 CX-ISM: A philosophy for building purposeful, empathetic customer experiences
📊 The 3 S’s: Success, Satisfaction & Sentiment
🤝 The EX–CS Loop: how employee experience fuels customer success (especially in contact centres)
💬 The psychology of CX: memory, emotion, behaviour, and what really shapes loyalty

I'm thrilled to be judging for Awards International for the third time, this time for the UK Business Awards.

Like many, I love supporting local businesses and this week my first feature article went live in Cheshire Life magazine!Not local to cheshire? Don't worry! These 4 tips to business regeneration will apply to your business no matter where in the world you are

I woke up on Thursday this week to the news that I am listed as one of the top 150 Global CX Thought Leaders. Mind blown!

www.surveysensum.com featured my name amongst some of the customer experience greats, including Clare Muscutt, Ian Golding, Annette Franz and Colin Shaw (I’ve been listening to Colins podcast for years!). I am honoured, privileged and beyond thrilled to be sitting alongside these legends.

Have you ever experienced a truly terrible customer experience and felt like the organisation simply didn’t care? If your answer is yes, the likelihood is that you didn’t remain their customer for long!

But what if they could have turned it around? What if they could have changed your rubbish experience into an EPIC experience?

Exciting book news!