- Think Big Grow Fast – Digital transformation and the customer experience
- Fourth Source – The true value of social media for customer service is data, NOT resolution
- Customer Experience Magazine – Employee Satisfaction Is Key to Providing a Good Customer Experience
- Business Computing World – The classic tech question: to buy or to build
- The C-Suite – Why Customer Experience Must Begin in the Boardroom
- The Sunday Times – Nasty ‘surprises’ cost reputations dear (page 3)
- MyCustomer – Digital transformation requires a Chief Digital Officer
- MyCustomer – The rise of the chief experience officer
