But it’s often patchy and unpredictable. I was reminded of this again recently by two very different examples of CX.The first was at Three, the mobile phone operator.I’d got a new phone – not through them, as it happens – […]

[Image courtesy of Pete at Flickr Creative Commons]A few weeks ago, I caught up with a friend whom I haven’t seen for many years. We’ve sort of stayed in touch on Facebook and Skype, though it’s been mostly fleeting IMs, […]

If I hear one more person badmouth PowerPoint, I think I’ll scream. In fact, I already have, in anticipation of the next criticism coming my way, which is only a matter of time. A poor workman blames his tools, I want […]

You couldn’t make this stuff up, could you? It shows how complicated it is in practice to link the online and offline world. And how it should work in theory: integrated systems, trained staff and a consistent message.Not to mention a […]

The ancients used to say that there was an optimal size for a city. If it was any bigger, it lacked human scale. And you have only to look at mega-cities like Tokyo or Cairo to see that they were […]