Check out my latest article: Turn up your Customer Experience (CX) by using Stop, Start, Continue, Change linkedin.com/pulse/turn-up-… via LinkedIn

We send back a faulty item, get a refund and order a new one and you send us the faulty one back. Not great Decathlon UK. Now sat here waiting for a human to respond to a customer service chat

Anyone else having issues with Pearson VUE and their #UCAT testing process. They claim there is a long wait to deal with tech incidents due to high volume. This sounds like they have screwed the UCAT exams up this year.

Are those modesty dots or personal grooming freedom

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Interesting insight by Steven Van Belleghem. To paraphrase 'The retail giant collects about 2.5 petabytes of unstructured data every hour and uses it to drive CX.' However, you don't need a Walmart size budget to do this. New, cost-effectiv…lnkd.in/ddcmacQm lnkd.in/d49fwjZh

Survey shows 56% of businesses big businesses fail to recognize real-time opportunities to improve CX and 93% say features missing from their CX management platform. Challenger tech can deliver this if businesses prepared to look beyond big name platforms lnkd.in/dCYYArPu

A good, if a bit of a detailed read. In summary I think what its saying is, instead of telling the AI what to look for, let the AI tell you what its finding. This is the approach we use at Opinyin and works well as it's dynamic and…lnkd.in/dHaDaT9h lnkd.in/d85EbSJy

Brilliant no-nonsense advice from Lior Arussy that could be applied to a board presentation from any part of the business. #customerexperience #cxtransformation #cxstrategy lnkd.in/deMnhT5s

Well done to driver of the 756 @chambersbus who dumped my 15 year daughter in Wormingford at side of road in cold and and dark because he was ignoring stop requests in West Bergholt. Top advice to tell to young female to stand in dark and wait for next bus back!

This does feel like this is perpetuating the obsession with scores and not the reasons why. Scores just give you flag so you can see wind direction. They don't tell you why the wind is blowing in that direction and I can't really s…lnkd.in/diBNY_vp lnkd.in/dSs3inbC

We really enjoyed participating in this excellent, straight forward, and unbiased review of our tech by @CustomerSpaul, who has lots of experience of working with different platforms to successfully drive CX performance. #cx #customerexperience #custome…lnkd.in/dvvvdqsT

Excellent article. And if you go back in dim distant history why some people were considered magical...and that was just by analysing the stars. Maybe the same thing today? lnkd.in/dtjwwyRd

Some great stuff my son Oliver Lancashire has been producing during his BSc in Computer Gaming Technologies. Very proud of him and how hard he has worked to achieve what he has. lnkd.in/dqgxpuhd

Check out the detailed review of Opinyin by independent CX expert @CustomerSpaul. Full details can be found here:- lnkd.in/ekHpSWzG #deltaswan #opinyin #cx #customerexperience lnkd.in/eSsJTCqf

Ms Causon said UK firms had got much better at dealing with, and resolving, complaints, but more work was required to prevent the problems in the first place. Opinyin customers get fast and cost effective root cause analysis supp…lnkd.in/e2UfU_Yi lnkd.in/eru3Q8jj

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As a father to two teenage girls and a young adult man (it affects men as well) this had tears streaming down my face. A raw and beautiful reminder. Well done Unilever lnkd.in/dB3_yEwq

A great outcome from an excellent and challenging project. A big shout out to the fantastic and patient support of Alexandra Gagné and Graeme Doswell at Sage Publications, whom we worked with to develop this. lnkd.in/eF6A5cej