Is that your experience?

You can find information to support any argument. But have you actually experienced the situation you’re interested in? White papers, reports, research, blog posts all contain useful information. But they provide you with second hand information which may not be relevant to your specific context. Your perspective is unique, and your context is different. Your … More Is that your experience?

Digital is changing human experience, not just customer experience

It’s increasingly evident that digital disruption is wreaking havoc across many sectors. But to understand how digital technology is changing customer experience, it’s useful to consider how digital is changing human experience in its entirety: ‘Search’ is rewiring our brains, and changing what we need to remember The cloud is changing our perception of ownership … More Digital is changing human experience, not just customer experience

How do knowledge, power, and influence affect customer experience?

 This post was written in conjunction with Carl Lyon for The QoE and was first published on The QoE blog Our first topic of 2016 explored knowledge, power and influence in organisations. Or to be more specific, where is the knowledge, who has the power, and how is this affecting the ability to influence behaviour? … More How do knowledge, power, and influence affect customer experience?