by PO Dream Team | Aug 27, 2025 | B2B, B2C, Customer Loyalty, CX, Data, Employee Experience, Employee Loyalty, Insights
An Ode to Promising Outcomes By Marvin Heffernan As a freelancer, I’ve had the fortune, and sometimes the misfortune, of working with many different companies and people. Amidst the thorns, Promising Outcomes (PO) has been the one glowing, blossoming rose; filled with...
by PO Dream Team | Jul 29, 2025 | B2B, B2C, Customer Loyalty, CX, Data, Employee Experience, Employee Loyalty, Insights
What Uzbekistan’s Economic Opening Reveals about the Customer and Employee Experience By Marvin Heffernan During a recent trip to Uzbekistan, I opted to travel around the country using its highly impressive ‘High Speed Rail’ – connecting me from Tashkent to Samarkand...
by PO Dream Team | Jul 1, 2025 | B2B, B2C, Customer Loyalty, CX, Data, Employee Experience, Employee Loyalty, Insights
If You Want to Use AI to Drive Productivity, You Need to Start with Trust By Marvin Heffernan & Cathy Fennell The 2025 Landscape of AI in Customer and Employee Experience When ChatGPT burst into the public consciousness in late 2022, it stirred a mixture of wonder...
by PO Dream Team | Sep 16, 2024 | B2B, B2C, Data, Insights, Internal Teams, Key Accounts, Leadership, NPS & CSAT, Research, Stakeholder Alignment
Nothing compares to certainty (revisited) By Harry Cruickshank Critical thinking is a core skill, essential in the complex, ever-changing world of business. It’s an attitude that questions everything, seeks knowledge and pursues the most effective and pragmatic...
by PO Dream Team | Mar 13, 2023 | CX, Data, Engagement, Insights, NPS & CSAT, Research
It Is All About The Questions… By Harry Cruickshank One thing is certain. As firms work through the requirements of the FCA’s Consumer Duty, gathering feedback that improves their customer insight, and should be used to raise performance, must be at the heart of...
by Rowan Jackson | Mar 6, 2023 | CX, Data, Engagement, Insights, NPS & CSAT, Research
Are You Gaming Your Customers? By Rowan Jackson A recent customer experience astonished me. I will not bore you with the whole story, but it is with a supplier to me in the telecoms industry. This industry has customer service on two levels: exceptionally bad or...
