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Beyond Philosophy – How small changes can alter customer behaviour

Loss Aversion teaches us that people like to gain things, but that they like hanging on to what they have even more and feel losses much more profoundly than gains. So, you would think that effective policy to reduce disposable bag usage by charging a surcharge for

Beyond Philosophy – 7 mistakes organisations make when trying to gain growth

I don’t know if it’s age talking here, but it probably is. Life becomes a lot clearer as you go on. I am at the point where I feel comfortable telling you what I think. In this episode of The Intuitive Customer, I am going to tell you about seven mistakes

Edelman – The importance of customer trust

Today our Editor, Lizzie Akass, is delighted to be joined by Gerry Wisiewski, Managing Director for Technology in the UK & Ireland, Edelman and a case study presenter at our 2019 Customer Engagement Summit. Gerry oversees Edelman’s Technology practice working

BuzzFeed – The digital marketing revolution

Today our Editor, Lizzie Akass, is delighted to be joined by James Lamon, Head of Content, Buzzfeed and a case study presenter at our 2019 Customer Engagement Summit. James heads up the BuzzFeed Content Team in the London. Together, the team produces branded and

Forza Football – User and Community Relations Manager Q&A

Today our Editor, Lizzie Akass, is delighted to be joined by Jozef Brodala, Community Manager at Forza Football and a case study presenter at our 2019 Customer Engagement Summit. Forza is one of the world’s largest and fastest-growing live score football apps,

Sky Spain – Mining CX conversation gold

Today our Editor, Lizzie Akass, is delighted to be joined by Nick Macfarlane, Head of Customer Service Operations, Sky Spain and a case study presenter at our 2019 Customer Engagement Summit. Starting as a customer service advisor, Nick has built a career in

Born Free Foundation – President Q&A

Today our Editor, Lizzie Akass, is delighted to be joined by Will Travers, President of The Born Free Foundation and a case study presenter at our 2019 Customer Engagement Summit. Will Travers, OBE, is an internationally-renowned wildlife expert. He co-founded the

Samsung – Thriving in a complex work environment

Today our Editor, Lizzie Akass, is delighted to be joined by Nick Milne, Director, Customer & Marketing Analytics at Samsung Europe and a case study presenter at our 2019 Customer Engagement Summit. Nick leads Customer & Marketing Analytics at Samsung Europe

Census Life – Breaking the mould in customer service

Today our Editor, Lizzie Akass, is delighted to be joined by Richard Rowley and Nicola Whitbread, both case study presenters at our 2019 Customer Engagement Summit. Richard Rowley is the Managing Director at Census Life and is responsible for all criminal justice

Vogue International – Aligning content purposes to global audience needs

Today our Editor, Lizzie Akass, is delighted to be joined by Sarah Marshall, Head of Audience Growth at Vogue International and case study presenter at our 2019 Customer Engagement Transformation Conference. Sarah is responsible for the on-site and social growth of

Henshaws – How digital resources can empower people living with sight loss

Today our Editor, Lizzie Akass, is delighted to be joined by Louise Ferguson, Executive Assistant to the CEO at Henshaws Society for Blind People, and case study presenter at our 2019 Customer Engagement Transformation Conference. Louise was instrumental in the

BBC Studios – Why customer satisfaction starts with an engaged workforce

Today our Editor, Lizzie Akass, is delighted to be joined by Andrew Moultrie, Managing Director of Consumer Products & Publishing at BBC Studios, Board Member, and Non-Executive Director, and case study presenter at our 2019 Customer Engagement Transformation

Bought By Many – An ecosystem of customer benefits

Today our Editor, Lizzie Akass, is delighted to be joined by Sophia Pilkington-Miksa, Head of Customer Experience at Bought By Many, and case study presenter at our 2019 Customer Engagement Transformation Conference. Bought By Many is an award-winning insurance

Vue Entertainment – Digitising customer journeys

Today our Editor, Lizzie Akass, is delighted to be joined by Julie Roberts, Customer Service Manager UK and Ireland at Vue Entertainment, and case study presenter at our 2019 Customer Engagement Transformation Conference. Julie is responsible for the overall

The Inner Circle – Turning users into ambassadors

Today our Editor, Lizzie Akass, is delighted to be joined by Michael Krayenhoff, COO and Founder at The Inner Circle, and case study presenter at our 2019 Customer Engagement Transformation Conference. Founded in 2012 and crowned winner of the Deloitte Technology

Shakespeare’s Globe – Director of Visitor Experience Q&A

Today our Editor, Lizzie Akass, is delighted to be joined by Sandra Lynes Timbrell, Director of Visitor Experience at Shakespeare’s Globe, and case study presenter at our 2019 Customer Engagement Summit. Sandra is a senior heritage management professional, with a

Cystic Fibrosis Trust – Director of Marketing and Communications Q&A

Today our Editor, Lizzie Akass, is delighted to be joined by Oli Lewington, Director of Marketing and Communications at the Cystic Fibrosis Trust, and case study presenter at our 2019 Customer Engagement Summit. Oli is a master storyteller with a background in

Twitter – Leveraging the world’s largest focus group

Today our Editor, Lizzie Akass, is delighted to be joined by Joe Rice, Data & Enterprise Solutions at Twitter. Joe and his team help organisations gain actionable insight from Twitter data and supports the ecosystem of partners that serve brands.

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