Author: Tim Dimond-Brown

Fly High with Three Steps to Great Customer Communication

Thousands of flights were cancelled when British Airways suffered an IT failure at the start of last summer. One of the biggest criticisms from customers was that they were unable to get hold of information, with many instead forced to...

Survive Christmas by Beating the Four Forces Threatening Your CX Offering

From British Airways’ infamous IT meltdown to British Gas’ £9.5m Ofcom fine for billing mistakes, businesses are increasingly finding that poor Customer Experience is costing them dearly. Events such as customers being unable to get an update on when their...