Alan Pennington

Vodafone continue to undermine their customer experience….read my emotional reaction in this “rant”!

Alan Pennington | Mar 11, 2017 149 views

British Airways customer experience will be worse than Ryanair as early as next year….the end of an iconic British brand?

Alan Pennington | Mar 10, 2017 496 views 2 Comments

Customer Experience the ‘Elephant in the Boardroom”….and how to eat it!

Alan Pennington | Oct 12, 2016 234 views

What are the top three drivers of customer complaints and how do we fix them?

Alan Pennington | Oct 4, 2016 162 views

The ‘big data’ con in Customer Experience….

Alan Pennington | Sep 30, 2016 83 views

British Airways take my “Expectation versus actual Customer Experience” test…..and score 2/10..

Alan Pennington | Sep 20, 2016 514 views 2 Comments

Why not fit for purpose financial and business planning is holding back the development of customer experience

Alan Pennington | Sep 19, 2016 38 views

Time to REALLY think differently about customer experience…..

Alan Pennington | Sep 9, 2016 784 views 28 Comments

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