20+ years leading customer contact, service and experience, and an honest view on why most transformations fail.
In the cruise prototype, an illustrative scenario, Brand Sentiment crashes from 8.5 to 3.2 in seconds and the £89K at risk is priced before a human picks up the phone.
Read the piece →What transformation should actually feel like, built on 20+ years across multiple sectors and countries, not theory.
Read →One set of principles for customers (EPIC CSX), one for the teams that serve them (TIME EX), meant to work together at any scale.
Read →CX bundles three distinct domains under one job title. Why the bundle is what breaks, and the argument for giving customer service experience an operating leader of its own.
Read →The honest diagnosis of why real customer experiences keep falling short of what the CX discipline promised.
Read →Everyone agrees CX is broken. Why the industry keeps fixing the wrong things, and what leadership actually needs to change.
Read →CX innovation didn't come from consultants or vendors, it came from practitioners. Two decades watching the profession grow from the inside.
Read →Set more than fifteen years ago: what changes, and what doesn't, now that AI orchestration is actually possible.
Read →The coordination of self-service, AI agents and human teams into one continuous customer journey, with zero loss of context. Not AI automation, which bolts a chatbot onto an unchanged operating model.
Because AI is layered onto operations that were already broken, so it automates the wrong things faster. Three working prototypes show the alternative: Any Sector, Digital Banking and Luxury Cruise.
The principles Alex set out more than fifteen years ago for customer contact, service and experience: Easy, Personalised, Intuitive and Contextual. Applied across multiple sectors, long before generative AI existed. The track record →
Talk to Alex
Enquiries that go cold, customers who repeat themselves, service that costs more than it returns. Available now for a focused interim mandate or a long-term permanent role.