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In praise of a brand that takes the long view

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 …

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The First LIVE Online Awards: A Judge’s Point of View

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 …

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Customer Experience Awards for South East Europe

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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Jo is listed in the Top 20 CX Influencers – December 2019

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 …

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Oct 2019 – University of Exeter Business School – MBA Lecture.

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 …

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Judge at the 2019 Customer Experience Awards, 10th Oct 2019

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 …

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Chair of Judges at Digital Experience Awards, July 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 …

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Amadeus Report – August 2013

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 …

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