Customer Experience

The luxury market has been volatile over the past twelve months. While some brands are scratching their heads or swapping out leadership...

When discussing customer experience in luxury and ultra-luxury, there’s one critical point that underscores everything, and it drives me...

Of late, I’ve been massively disappointed with the experiences I have in “luxury” hospitality. Rant in-coming. (read to the end for the...

This was originally planned as a 45-minute keynote, but after some great conversations with this client, we landed on 90-minutes instead...

Through our CX Audit practice, we’ve learned a lot about the current state of customer experience across industries and geographies. What...

These aren’t the sexiest part of a CX program, but they are four of the key components that drive measurable success when used in...

We build a lot of Experience Playbooks within our consulting practice. These are big bodies of work, usually upwards of 120 pages with...

I listened to a CEO give an interview today where he discussed personalization as if it - and it alone - creates a great experience. Is...

They confuse service with experience. These CEOs can’t wait to tell me about the “experiences” they create for customers. They usually...

It’s rare that I read an article this contrary to modern luxury. I kept waiting to read commentary that wasn’t old-fashioned, outdated,...

What is being recorded? The launch of a WOW! Playbook for one of our luxury clients. This is the culmination of an 18-month project that...

Over the past two weeks, I’ve been asked by many of our luxury clients and luxury analysts what I think of the Jaguar relaunch. After the...

Impressing the Modern Luxury consumer has become harder and harder in the last 24 months. We see this manifest in consumer buying...

5 years ago, I had a pair of Gortex trail running Nikes that I loved. Then Nike turned into more of a fashion brand - more concerned with...

The most innovative companies in the world start with Customer Experience at the core of all they do. It's not a bolt-on or an...

A.I. can enhance client experiences. But it also has the potential to destroy them. I spend a lot of time building customer experiences...

What greets him is two quarters of declining sales and pressure to turn around a series of downward trends in revenue and loyalty. He...

I will leave a brand I love if I have one bad experience. It does have to qualify as truly bad all around, but that’s enough for me to...

There are a lot of 5-star luxury hospitality brands, and I have led guest and employee experience projects for many of them. There is a...

I’ve been a bit quiet for the past couple of weeks because… I have been working alongside our clients and our teams at the firm to...