By tracylouisebrown

How better EX enables better CX

In the run up to my presentation at The Cannes Creative Leaders Programme, The Berlin School of Creative Leadership asked me about how employee and customer experiences connect. The resulting article can be viewed on The Home of Creative Business Leadership.

CX capability named a leader by independent research firm

I was given the job of building a CX capability for AKQA in APAC in 2017 and it has contributed to an impeccable result; the agency was been globally recognised with the highest scores possible in the Customer Experience Strategy Services, Experience Design Services, Vision and Road Map, Client Co-Innovation Strategy, Market and Thought Leadership, and…

The divisive culture making organisations less relevant

There is a glut of advice out there for young people trying to progress with their careers. So much that it is almost suffocating. However, it is also so similar in tone that you could summarise most of it in one sentence; change how you communicate, put yourself first and be more resilient. I get…

The Meritocracy Manifesto

I have been thinking about creating fairer and smarter workplaces for quite some time. The result is a little manifesto with big ideas for influential people. If you read it, it means you are in a position to change the way work works, for one team, for many teams or for many organisations. The way…

The solution fixation of poor service design

Service design really isn’t new. I often hear it being called ‘the shiny new thing’ which, to my ears, sounds like a technophobe talking about fandangled doodads when they are referring to standard technology. Service design is old. If anything, a lot of the processes we use are based on slightly outdated ideals that are…

Speaking at Customer 360

I spoke at The Customer 360 Symposium at the end of March on the topic “Designing change – Preparing your organisation for post-channel CX’. My presentation focused on how tough it is to design an organisation around the way customers engage with it; when customers expect all channels to work together to offer them breathtaking…