About Tim Wade

Tim has led 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).

Digital customer experience

By |2022-09-26T15:39:16+01:00June 30th, 2022|Behavioural Science, Customer experience research, Digital customer experience, User experience|

Digital Customer Experience A recent Appdynamics study found that 88% of technologists report that digital customer experience is now the priority. OK, so that is hardly earth-shattering news to most of you. It probably was the priority before lockdown and with shops only just opening, it certainly will continue to be a priority.

Behavioural research is more important than ever

By |2022-09-26T15:37:50+01:00June 3rd, 2022|Behavioural Science, Customer experience research, Customer experience strategy|

Behavioural research is more important than ever. You don’t need us to tell you that customer behaviour has changed over these last few months. Queuing outside supermarkets, increased online shopping and social distancing have changed the way we do things. For many, this is a stressful time. Understanding this new customer anxiety, emotion and behaviour

Voice of the customer is just scratching the surface

By |2022-09-26T15:39:48+01:00February 27th, 2022|Behavioural Science, Customer experience research, customer surveys|

Voice of the customer is just scratching the surface With 95% of human decisions happening unconsciously (Professor Gerald Zaltman, Harvard Business School), can surveys ever be relied upon to provide insights into customer behaviour? And why are organisations spending £millions on the voice of the customer (VOC) programmes and so very little trying to uncover

5 ways to transform mystery shopping

By |2022-09-26T15:41:02+01:00October 29th, 2021|Behavioural Science, Customer experience research|

Mystery shopping is not useful! Recently I came across a report from ContactBabel describing how respondents rated the usefulness of various CX learning methods. Interestingly and perhaps not surprising, were the respondents low scores for the usefulness of mystery shopping. This is a £billion industry – that's an awful lot to spend on something

User experience – the secret to improving it

By |2020-03-13T12:39:15+00:00September 6th, 2019|Customer experience research, User experience|

User Experience - the secret to improving it Understanding any aspect of human behaviour like user experience is never as straightforward as we would like. If humans were the conscious, rational decision makers we used to believe then human study would be simple. We would just ask people about what they did and why

Emotional Connection – The Big Lie

By |2020-01-06T13:51:03+00:00July 22nd, 2019|Customer experience research|

Is Emotion the key to customer experience differentiation? There appears to be a popular narrative at the moment about the need for brands and experiences to create positive emotional connections for customers. Emotion and customer experience appear to be key partners. Only recently Forrester announced: “Emotion Holds The Key To Achieving CX Differentiation -

Customer service training – 5 vital factors

By |2019-10-25T18:58:09+01:00January 23rd, 2019|Employee experience|

Customer service training - waste of time or good investment? For many organisations looking to improve the customer experience, one of the go-to solutions is to jump to training the front line teams, whether they be working in a contact centre, retail, sales teams, B2B or B2C. This well-trodden route seems like an easy answer,

Tackle workplace stress using advanced biometrics

By |2020-02-10T12:02:18+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 of

The naked truth about employee engagement

By |2019-10-25T19:46:00+01:00September 27th, 2018|Customer experience strategy, employee engagement, Employee experience|

Employee Engagement 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

Customer surveys are a waste of time

By |2019-10-25T19:55:19+01:00July 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 experience

Learn about the psychology and physiology of customer experience

By |2019-10-25T19:56:45+01:00July 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. [/fusion_text][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container] Dr Harry Witchel talks passionately

Customer Experience Experiment

By |2018-05-09T16:27:19+01:00May 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

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