Rubuss Talks: The Rise of Customer Experience

Rubuss Talks: The Rise of Customer Experience
We spoke to Ian Golding about the rise of customer experience, its impact on business and why, recently, customer experience has become a central focus for many sectors. Don’t try and delight the customer. Just get the basics right. Rubuss ...

We’re in the Telegraph talking about Terms & Conditions

Telegraph Terms and Conditions
Everyone loves to hate terms and conditions - but what can you do? Click and forget or read and die from boredom? It’s clear that people are getting fed up with struggling through legal documents designed for lawyers, not customers ...

We’re speaking at the HouseMark conference

Housemark Customer Experience
Give Mark the chance to speak about customers and he’s off like a rat up a pipe. So he was delighted to be invited to HouseMark’s Customer Excellence Club in London’s Ambassador’s Hotel.   He talked about the struggle organisations ...

BBC Radio 2 with Jeremy Vine – Utility bills

BBC2 Jeremy Vine Utility Bills
We’ll take any chance to spread the customer experience gospel, so a radio show with 7.3 million listeners is a great opportunity.  Jeremy Vine’s Radio 2 lunchtime show wanted to talk about making utility bills clearer, and they asked Mark ...

Judging the ICMI Global Contact Centre Live Chat awards

ICMI Live Chat Awards
As well as the UK, we work in Asia and the USA, so it was great to get asked to be a judge for the ICMI’s awards in Florida. As a regular participant in the USA’s International Customer Management Institute’s ...

Hong Kong customer experience workshops and seminar

Hong Kong Customer Experience Seminar
Mark’s back from a visit to Hong Kong where he was running a series of customer experience workshops for a global investment and protection firm’s leadership and marketing teams. While he was in HK, Mark took the opportunity to run ...

International Customer Management Institute’s Live Chat awards 2017

ICMI Live Chat Awards
Mark is delighted to have been appointed again as a judge for the ICMI Global Contact Centre Awards 2017 in Florida.  He’ll be judging the tough Live Chat category again.  “It’s a real honour to be asked to judge the ...

European Vodafone UX Billing

Vodafone UX Billing Journey
Vodafone Europe invited James to present at their European-wide billing seminar in London. Explaining the key difference between an internal and external perspective, James presented Rubuss research on how difficult most utility and telecoms bills are to understand for customers ...

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