The most comprehensive
Customer Experience Management Framework


Training & Workshops

We provide public and in-house corporate seminars and training in:

What is Customer Experience?

Customer Experience is not CRM, customer service, websites, social media, product usage or any other single channel. It includes all of them, but it is much more. Our definition of Customer Experience is the impression left on the customer though any and all direct or indirect interaction with a company.


Our clients include leading organizations worldwide in a wide range of industries from financial services to consumer products.

HSBC, Standard Chartered, Standard Life, Philips, Nokia, Huawei, Paypal, Shure, Cathay Pacific, Finnair, Kef, ...

Featured Article

Building a Customer Experience Management Practice

Total Customer Experience Management Infoposter

Summary of the seminal article “Customer Experience Transformation and Management” with new infoposter. High-level action plan to building a sustainable customer experience management practice.

Recent Posts

Loyalty Programs Don’t Drive Loyalty (Part 2): Why?

The Widening Gulf of Customer Experience

Lessons in Customer Experience From a Hair Salon