Customer Service and the rise of Millennials, part 1 of 2 posts

Each generation imagines itself to be more intelligent than the one that went before it, and wiser than the one that comes after it. George Orwell I was asked to take part in a discussion on the impact of the Millennials on the service industry by the Field Service Magazinehttp://fieldservicenews.com/. What on earth are Millennials […]

Customer Experience Design is unique to your companies customers, you can’t copy other people’s

“In the innovation age customer experience is key. Your impression defines their expression” ― Fela Durotoye I have been a passionate advocate of Customer Experience Design for many years. As a process; as an approach to changing your customer service; as much as an ethos – the idea of consciously and thoughtfully thinking though how […]