Customer Experiences with Soul – Our Presentation at Sustainable Brands Bangkok

In October of last year Maria and I were invited to speak at Sustainable Brands Bangkok where we introduced our new framework, Customer Experiences with Soul, which we created to help organisations apply our Holonomics approach to the area of customer experience design.

In our plenary presentation we introduced the framework and discussed purpose, values, authenticity and a number of case studies in which we are applying this framework. Continue reading “Customer Experiences with Soul – Our Presentation at Sustainable Brands Bangkok”

A Deeper Definition of Customer Experience

In 1992 I started work at BT Laboratories, British Telecom’s research and development technology park as a psychologist in the Human Factors Department, within it’s Research Department which also contained the Speech Recognition and Futurology departments, headed up by Peter Cochrane, one of the UK’s leading futurologists. Along with Xerox PARC, the BT Human Factors team was one of the largest in the world, and unlike more academic teams based in universities, we worked extremely closely with our marketing colleagues, who were our internal clients. In 1995 I co-authored a paper Delivering Competitive Edge in which Mike Atyeo and I wrote:

Usability is a key business driver and user-centred techniques are emerging to deliver this competitive edge. It is essential to move away from simple product design, beyond the integrated service design of product, packaging, documentation, and after-sales service, to the comprehensive design of the customer experience. Continue reading “A Deeper Definition of Customer Experience”