Universal challenges for customer experience

What a great week in Malaysia – running a 3 day customer experience (CX) masterclass for senior execs from the financial services sector from all over Asia.  Thanks to Quest for promoting the event. A couple of weeks ago it was dateline London for a similar programme for corporate leaders from the UK’s flourishing serviced […]


Bottom-Up Leadership

This article was written as a ‘Tips from the Top’ article for The Marketer magazine in 2010.  The overall article discussed the idea of Bottom-Up Leadership. “A leader is best when people barely know he exists.  When his work is done, his aim fulfilled, they will say:  we did it ourselves.”  Lao Tzu To me, […]


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