Who is Kim and Where is She Based?

Becoming more Customer-Centric Don’t be confused by the title. This is actually a personal blog post about global organisational structures and why companies sometimes change them to serve the customer better. It’s about becoming more customer-centric. Honestly! What triggered me to write this blog was today’s announcement of a new global organisation structure for Atos, […]

Read more
Investing in the ‘Soft Side’

Customer at the Heart Peter Whitelaw and I wrote a book last year called Customer at the Heart. It was a fun experience interviewing CEOs and sales directors from large B2B companies across Europe and Australia. One of the consistent messages we heard in those interviews was the importance of investing in the ‘Soft Side’. […]

Read more
Invenio Announces Partnership with Deep-Insight

Hi, it’s Shane here. I’m delighted to be working with Arun Bala, Nitin Lalan and the Invenio Business Solutions team on this great programme. I’ll let you know later in the year what we are achieving together at Invenio. For now, here’s the official announcement of our partnership with Invenio! Shane O’Regan Project Coordinator, Deep-Insight […]

Read more
Liverpool F.C. has a Net Promoter Score of -45

When will Liverpool win the Premiership? It’s still January but Liverpool are already 16 points ahead of the chasing pack in the English Premier League. This been a phenomenal season for Jürgen Klopp’s team so far: 21 wins out of 22 games. No defeats. They even have a game in hand over their nearest rivals […]

Read more
Interview with René Versluis

Photo: Sanne Donders   Interview with René Versluis, NPS Expert   KPN is a leading telecommunications and IT provider and market leader here in the Netherlands. As well as supporting several million consumers, KPN also supports corporate customers in the areas of infrastructure, workplace management, the cloud, security, data networks and data centres. Our CEO […]

Read more