In December I was interviewed by Engati for their YouTube series with CX experts and practitioners. The conversation covered some of the changes we’ve seen in the CX landscape in 2020, and what companies need to be thinking about for 2021. Above all we talked about the need for great collaboration internally in order to …
I have always loved First Direct. The original challenger bank has been on the scene since 1989. I remember being intrigued by the advertising – one image showed a pair of wellington boots next to a radiator and promised a new, branchless approach to banking. I first made the switch in the early ‘90s when …
Continue reading “In praise of a brand that takes the long view”
When the starting point for customer experience initiatives is not the same for all companies, should they be judged alongside each other? My reflections from judging the UK Customer Experience Awards in October. Read article
Apple is an organisation that is often feted for its customer centricity. There’s no denying that they make their devices seductively irresistible and easy to use. Even if I do get annoyed with the seemingly inbuilt obsolescence of an iPhone battery that’s on its last legs after only 3 years (I’m of a generation that …
I was delighted to be included in Clare Muscutt’s ‘Women in CX’ podcast series. Here is the link to my interview. This nearly ended up as an audio-only podcast when the production company Clare was working with let her down; but she showed her true resilience and determination by teaching herself how to edit the …
Absolutely delighted to be included in the Top 150 Global Customer Experience Thought Leaders and Influencers 2020. So honoured to have made it onto the list alongside so many celebrated and respected customer experience experts, speakers, authors and influencers; and really proud to be part of the global CX community. Read Article
Jo Boswell is Founder and Director of Sentio-B and one of CXM Top 25 CX Influencers. Having previously judged three times at the Awards hosted by Awards International and shared her experience at two previous CX awards, Jo was a Chair of Judges at the first ever live online awards event where she assessed the …
Continue reading “The First LIVE Online Awards: A Judge’s Point of View”
I am delighted to announce that I’ve been invited to judge the first edition of the Customer Experience Awards for South East Europe, taking place on 29th May 2020. I will be judging the ‘Employees at the Heart of Everything’ category – a particularly important aspect in today’s uncertain times. Originally due to take place …
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Advice for Customer Engagement in a crisis In the space of a few weeks we have found ourselves suddenly living in the scenario of an apocalyptic disaster movie. Individuals have been struggling to come to terms with the changing circumstances and the impact on their lives; and businesses are facing challenges and strains that many …
Are principles of customer experience excellence relevant to the NHS? This article explores that question from the standpoint of a concerned relative, following my mother’s hospitalisation with an acute illness over the New Year. Read full article
Customer Experience Magazine has just published their list of the Top 50 CX Stars. I’m delighted to be included at number 19 on the list of Top 25 CX Influencers, and honoured to in such prestigious company. Congratulations to everyone represented on the list. I’m looking forward to spreading more CX influence in 2020. Read …
Continue reading “Jo is listed in the Top 20 CX Influencers – December 2019”
“What struck me with all the presentations was the energy and enthusiasm the teams showed around improving the experience for their customers, and their ability to drive the internal change with relative ease – this is often an area that larger businesses struggle with.” Read full Article
I really enjoyed presenting to the MBA students at Exeter University on 23rd October. We talked about what makes a great customer experience, and how data and technology can be used to create seamless and relevant experiences for customers. The students were really engaged, and I got some excellent questions at the end. Nice to …
Continue reading “Oct 2019 – University of Exeter Business School – MBA Lecture.”
I’m pleased to announce that I have been selected as a judge for the UK Customer Experience Awards 2019 in the ‘Customers at the Heart of Everything’ category! The event is a chance to hear inspiring presentations from some of the UK’s top companies, assess their entries and offer actionable feedback to the finalists. Most …
Continue reading “Judge at the 2019 Customer Experience Awards, 10th Oct 2019”
On 11 July I was Chair of Judges at the Digital Experience Awards in the ‘Best Digital Team – Customer’ Category. I was delighted to present the Gold Award to the Digital Service Experimentation Team from Sky. The approach to test and learn they had developed was an excellent case study in tuning into customer …
Continue reading “Chair of Judges at Digital Experience Awards, July 2019”
Customer Experience Magazine Article: Reflecting on Innovation as a Judge at the Customer Experience Awards, Oct 2018 Pitch Perfect: UKCXA Judge on Finalists’ ‘Innovation’
Interview with CX Network about the journey to personalisation at scale at British Airways, and the fundamental role of data and analytics that helped them along the way. Read Full Article Nov 2017
Hall & Partners ‘Big Thinking on Innovative Customer Experience’, September 2017 Article: Read Article
August 2017 – Wired & Accenture: Big Data in Customer Service – Round Table Discussion View Article
Article from Essential Retail Magazine on the British Airways Know Me Case Study – June 2017 Read Article
At the Big Data Crossroads: turning towards a smarter travel experience This independent study, authored by Harvard Visiting Professor in Analytics, Thomas H. Davenport, highlights that the industry is at a big data crossroads: large volume, complex and unstructured datasets are beginning to reshape the industry, and so the development of big data initiatives is …