Customer Experience

  • Investment
    Investment
    By Kirsten Gibbs on May 19, 2020
    Inhabiting business.
  • Subject, Consumer or Citizen?
    Subject, Consumer or Citizen?
    By Kirsten Gibbs on May 15, 2020
    Which would you rather be?
  • Self checkouts are great for social distancing
    Self checkouts are great for social distancing
    By Kirsten Gibbs on April 9, 2020
    ..but I'm not a convert yet
  • Switching focus
    Switching focus
    By Kirsten Gibbs on March 31, 2020
    Preferences influence performance.
  • How to quickly capture a business process/procedure/work instruction
    How to quickly capture a business process/procedure/work instruction
    By Kirsten Gibbs on March 25, 2020
    Making tacit knowledge explicit
  • It’s good to talk
    It’s good to talk
    By Kirsten Gibbs on March 23, 2020
    Especially, right now, to your accountant.
  • Working to a pattern
    Working to a pattern
    By Kirsten Gibbs on February 27, 2020
    Knowing what's expected helps everyone to get it right.
  • Renewable energy
    Renewable energy
    By Kirsten Gibbs on February 25, 2020
    Where's your sun?
  • Customer experience, service delivery
    Customer experience, service delivery
    By Kirsten Gibbs on February 24, 2020
    Two sides of the same coin
  • The Law of Attraction
    The Law of Attraction
    By Kirsten Gibbs on February 21, 2020
    It's not magic.
  • Lining up
    Lining up
    By Kirsten Gibbs on February 20, 2020
    It helps to have the plans.
  • A productivity problem
    A productivity problem
    By Kirsten Gibbs on February 19, 2020
    Is it time to re-think the professions?
  • Extending the franchise
    Extending the franchise
    By Kirsten Gibbs on February 13, 2020
    Free your team, free yourself, free your business.
  • Repetition
    Repetition
    By Kirsten Gibbs on February 12, 2020
    Variety is the spice of life.
  • Opportunity wasted
    Opportunity wasted
    By Kirsten Gibbs on February 11, 2020
    Remember to include customer experience in your automation.
  • Outbound Triage
    Outbound Triage
    By Kirsten Gibbs on February 5, 2020
    Like charity, interruption management starts at home.
  • Triage
    Triage
    By Kirsten Gibbs on February 5, 2020
    Prioritising on the fly.
  • Self-service
    Self-service
    By Kirsten Gibbs on January 27, 2020
    I want to do it myself - until I don't.
  • Recognition
    Recognition
    By Kirsten Gibbs on January 10, 2020
    What is it that makes Keith Brymer Jones cry?
  • To err is human
    To err is human
    By Kirsten Gibbs on January 9, 2020
    But can you make your mistakes work for you?