Emirates. The Business of Journeys.
There was a time when Emirates Airlines was the challenger brand, when all the planes were shiny and new and the staff felt part of something exciting. There is little doubt that they put the…
Perfection is the Enemy of Innovation
There is nothing wrong with wanting to be perfect, however the desire to be perfect on day 1 of launching a new product, store, or system to market can be debilitating to launch itself. Yes,…
Be the Customers – All of them.
Recent global events have shown that analysis of the data can lead to some big assumptions about people and their behaviour that may not be correct. Data is not political or biassed, however, the lens…
Bill My Taxi to my Hotel Room.
Visiting Kuwait on business last week, I had a great customer experience while taking a taxi. While services like Uber and Careem are changing the way people get around, sometimes it’s nice to be surprised…
Welcome to ‘The Customer’.
Creating the ultimate Customer Journey A few months ago, I gave a presentation in Dubai about the creating the ultimate customer journey. Customer experience means different things to different people, but my starting point is……