Paul Laughlin, MD of Laughlin Consultancy, recently was the keynote speaker, presenting at a breakfast briefing seminar run by Hello Customer and WCL (entitled “A morning shot of Customer Centricity”).

With attendees from across FS, gambling & other industry sectors, presentations and demos focussed on how to be more customer centric and improve the quality of your customers’ experiences.

Bram De Vos from Hello Customer demonstrated the capabilities of their continuous feedback platform (with impressive semantic analysis of free-form comments). Peter Lavers  from WCL explained how to diagnose the key steps in customers’ purchase journeys (using best practice model from extensive research).

Paul then shared an introduction to our most popular training course this year. Explaining the 9 step model for better analysis & softer skills needed to make an impact. His slides are available on SlideShare.