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Martin Dowson
Customer Experience Evangelist and Strategist
Customer Experience Evangelist and Strategist
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Martin's posts

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I feel quite strongly that for a long time many brand and marketing peeps have got things the wrong way round and that people in an organisation need to reclaim where the value in a company is... and it's in THEM not 'The Brand' - would welcome your thoughts...

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Love this "reframe"
“When you have children, you cease to be the picture & become the frame” http://virg.in/wyh
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My latest article in CX Magazine on the Hotel that built it's proposition, business and operating model from scratch through Design Thinking approaches...

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Fire the CX Director - by Rob Millar of Comotion

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I've been upset recently by LinkedIn closing out some very useful people in the CRM ecosystem - this is my post on LinkedIn encouraging people to contact Jeff Weiner directly to tell him how they feel...

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And the entries are....... IN!
Today is the day! The UK Customer Experience Awards entry deadline is today. 
"This Award is like the Oscars for any company interested in delivering high quality customer experience.”
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Looking forward to joining the judging panel again and seeing everyone at the awards lunch! Get your entries in quick!

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Love this post from Daniel - what would you have done with $19Bn?

CXPA peeps ! Looking for some help please.

I'm researching different company Operating Models that are attempting to be more 'customer-led' - so this is beyond just having a CX team - how is the rest of the company aligned around being customer led.  Are any of you willing to connect (on a hangout?) to discuss the different models you've seen?  If I can collate enough I will share the summary, with pros/cons back with this group.  I have a few different models myself, there are of course books on some of this but I'm interested to hear from people with direct experience of the differing models. 

Thanks peeps!

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So very pleased to see my beloved CXPA get the recognition it deserves and Soooo many of our members getting personal mentions too...  Congrats to all
We're so honored, we had to tell: The CXPA made the #10 list of the Top Customer Experience Influencers, along with 17 of our members! See who is on the list. http://bit.ly/1eRo5gF
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