About Tim Wade

Tim has lead the transformation of businesses across hospitality, retail, telecoms, financial services, beauty, B2B and technology. After leading the transformation of the customer experience as Marketing Director of Best Western he turned to the dark side of consulting and led global customer experience programmes with some pretty cool clients. Cutting through the crap to create effective strategies is his passion (as well as Crossfit).

Tackle workplace stress using advanced biometrics

By |2018-12-07T09:31:04+00:00December 7th, 2018|employee engagement, Employee experience|

Workplace stress – using biometrics to understand stress and build resilience Last month the health secretary intimated that the NHS would struggle to cope with demand over the next 10 years and that the health of the nation would depend on individuals and organisations. Whatever your political standpoint, it is clear that the health

The naked truth about employee engagement

By |2018-09-27T16:55:11+00:00September 27th, 2018|Customer experience strategy, employee engagement, Employee experience|

This week we were lucky enough to be invited to the Lush showcase event in Manchester. Primarily focused on engaging Lush employees, they invite every manager from every store across the world to a spectacular event celebrating everything lush about Lush. It’s a cross between Alice in Wonderland and Charlie & the Chocolate Factory.

Customer surveys are a waste of time

By |2018-09-03T17:12:24+00:00July 27th, 2018|Customer experience research, Customer survey|

Customer surveys do not work Let’s consider the advancement in behavioural science which broadly tells us that most of our decisions in life occur unconsciously. Even those big conscious decisions (who to marry, which house to buy, fast car vs one that fits the children etc) are influenced by our unconscious, inbuilt bias, past

Learn about the psychology and physiology of customer experience

By |2018-07-20T12:16:32+00:00July 20th, 2018|Customer experience research, Customer experience strategy|

Learn about the psychology and physiology of customer experience in a recent webinar from Pearson Business School. The webinar features Dr Harry Witchel from Brighton & Sussex Medical School, Sam Johnson from M&S and our co-founder Tim Routledge discussing how neuroscience and physiology are key elements in customer experience. Dr

Customer Experience Experiment

By |2018-05-09T16:27:19+00:00May 9th, 2018|Customer experience research|

Games People Play. Your chance to take part in our simple yet ground-breaking experiment to further the understanding of human behaviour… Most customer experience approaches have been developed through conventional research from customers and employees. These traditional methods ask people about what they do and the reasons why. CX Lab is seeking to challenge