Knowledge Bank Overview

Our knowledge bank is a collection of practical tips and insights gained from our years of experience in helping people design, implement and deliver customer experience. We’ll keep posting new material throughout the year.


There are numerous approaches to customer experience management - some of them better than others. A quick look through our ‘how-to’ guides will help you on your way.



Tired and bored of the same old ideas? For some totally unconventional approaches to customer experience, take a look at two of our latest books, BOLD - how to be brave in business and win, and ON PURPOSE - delivering a branded customer experience people love.



Good brands, bad brands - we like to talk about them. We’ll keep you posted on our blog.



Knowledge Bank Blog

Knowledge Bank Books: BOLD - How to be Brave in Business and Win

For many brands, customer experience is their mantra. They design it, train their people, improve product and process – yet still fail to differentiate and win hearts and minds. BOLD is the story of the brands that do win – and how they do it. They thrive because they have the courage to pursue purpose beyond profit, to challenge conventional thinking, to engage and entertain their audiences and create an almost cult-like following. They are not just different, but dramatically different. It requires courage, conviction and imagination to be bold and, as Robert Stephens (Geek Squad founder) said, it can be ‘as scary as hell’.

“Penetrating, deeply insightful, revealing and refreshingly candid (if not brutally honest) - BOLD will become the essential management hand- book for years to come.”

Joe Wheeler, Executive Director, The Service Profit Chain Institute

Knowledge Bank Jargon Buster

Click on the words to demystify the jargon

Knowledge Bank Ask the experts

Knowledge Bank Books

Bernd Schmitt

Knowledge Bank CEM Guides