Latest News

  Following on from my last post on the consumer standard Transparency, Influence and Accountability, I’ve been reading about some great initiatives...

 Wes Streeting’s ambitious policy to expand patient choice feels like a game-changer—but calling them patients is starting to sound prehistoric....

Are you ready for the new consumer standards. My ask is that this does not become a regulatory tick box exercise but that providers transform the...

In the landscape of health and social care, supported living organisations play a crucial role in providing personalised care to individuals. The...

pa·tient: a person receiving or registered to receive medical treatment. con·sumer: a person who uses or purchases goods, products or services. In...

In any organisation, complaints and disputes are inevitable but it’s how you handle these that can make or break a relationship with a customer. In...

  What Thomas Edison said in the early 1900’s still has meaning today. In the context of Customer Experience, all too often, the delivery of a...

 In the world of Customer Experience, empathising with your customers, clients or patients helps you obtain a deeper level of knowledge beyond what...

With recent news of the frenzy in US stores when a new limited edition was launched, I’ve been watching with interest the Stanley story and their...

Embracing change is a fundamental aspect of any successful Customer Experience (CX) Transformation program. As I embark on these journeys within...