Carl Lyon is a thought leader in customer experience and the author of the book Perpetual Experience™, which tackles some of the key mysteries of customer experience in its wider context.
Recognising the unique challenges faced by large organisations, Carl founded The QoE in 2005. Over the last twelve years, The QoE has given Carl the opportunity to work with senior executives from large organisations and explore all aspects of customer and people experience. In the process, he has acquired a unique insight and knowledge that forms the core of his work in helping others drive improvement in customer and people experience.
Carl’s communication skills, combined with an analytical approach, are key to The QoE and the consultancy that it now offers. Using the Perpetual Experience methodology, Carl helps organisations challenge their worldview by questioning different standpoints and embracing multiple perspectives. By learning from a wide breadth of issues, Carl helps individuals to develop thoughts and solutions in the context of their own working environment.
What does omnichannel mean for you, and for your business?
If you’re grappling with omnichannel, it’s likely that you’ll be trying to:
reduce effort for your customers
deliver an excellent customer e...
Why are sales of vinyl records on the increase?
Many of you will have a box of dusty vinyl records tucked away in your attic. Why? Because you’re emotionally attached to them. You remember how you felt when ...
Relationships can be tricky. Perhaps unsurprisingly, the same relationship dynamics apply for B2B experiences.
Successful relationships require that we understand and respond to the needs of our partner.
If you could choose your work colleagues, who would you keep? And who would you lose?
“I don’t like John, he never pulls his weight.”
“Me neither. And Sarah, she’s always so distracted – she never finish...
By Carl Lyon, Managing Director of The QoE
The QoE was delighted to be asked to judge at the UK Financial Services Experience Awards again this year. Having done so on four previous occasions we see how alig...