2002 CEM Leadership Management 
Beyond Philosophy
MARCH 16, 2015
My concern is the focus on improving the Customer Experience is in danger of heading the same way as Customer Relationship Management (CRM), into failure if it’s not careful. I am pleased to have helped, in some way, to shape a new industry with our books, research and client work since 2002. Customers deserve better.
Beyond Philosophy
MAY 12, 2015
Psychologist and Professor Daniel Kahneman , winner of the 2002 Nobel Memorial Prize in Economic Sciences, explains why this is in his book, “ Thinking Fast and Slow ”. In truth, when your gut instinct turns out to be right, it is a result of the complicated system of decision-making your brain employs.
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