News
Here you can check out all the latest developments at Mulberry Consulting. To receive regular news updates why not subscribe to our free monthly newsletter as well.
- European Customer Experience World 2012
17 May 2012
Alan Pennington, Managing Director Mulberry Consulting, is one of the keynote speakers at this year's European Customer Experience World (ECEW). ECEW is on 22nd and 23rd May in London.
Click here for more details
- Mulberry Consulting Senior Practitioner Calls
21 March 2012
Following the success of our last series of Practitioner Calls call we're both excited and delighted to invite you to join in the next round of our very popular Customer Experience Practitioner Calls (now in their fourth year). After reviewing the feedback received from previous participants we've decided this time around to hold a series of 4 calls each with a keynote guest and an interview panel made up of experienced practitioners and a Mulberry Consulting representative. Our aim is to provide a structured, tailored discussion tightly focussing on an area that you've told us is of key importance.
- 23rd February "The role of employee in delivering customer experience" featuring Deborah Mitchell (Four Seasons Hotels and Resorts)
- 29th March "Customer Experience Design" featuring Dann Allen (American Automobile Association)
- 26th April "Customer Experience Measures" featuring 'Rick Meyreles (American Express)
- 31st May "Driving a customer agenda during tough times" featuring Mark Mitchell (American Airlines)
All calls at (4pm UK 11am Eastern)
- Mulberry Consulting Senior Practitioners' Call 2nd December 2011
8 December 2011
On 2nd December 2011 Mulberry Consulting held the second in a series of 3 Practitioner Calls. The call was attended by practitioners from around the world from the financial services, telecommunications, IT services sectors, amongst others.
Participation in the calls is by invitation only. To obtain a recording of the call, or make sure you don't miss out on the next call on 16th December be sure to get in touch.
Click here to read a copy of the notes from the call - Mulberry Consulting Senior Practitioners' Call 18th November 2011
23 November 2011
On 18th November 2011 Mulberry Consulting held the first in a series of 3 Practitioner Calls. The call was attended by practitioners from around the world from the financial services, telecommunications, IT services sectors, amongst others.
David Hicks, CEO of Mulberry Consulting, introduced the call and led the session to share and discuss the key budgetary challenges that were anticipated for 2012.
Participation in the calls is by invitation only. To make sure you don't miss out on the next calls on 2nd December be sure to get in touch.
You can download a copy of the notes from the call by clicking here. - Updated Content on the Mulberry Consulting Website
24 August 2011
We are very excited to announce new content on the Mulberry Consulting website. After listening to the views of our visitors we have updated the “What we do” area. The new section makes finding information about our approach much easier to find as well as being completely re-written to better describe how we can help organisations become more Customer Intelligent. Over time we will continue to improve the entire website and will keep you informed as we do.
Mulberry Consulting is dedicated to helping organizations across the globe become more Customer Intelligent and better manage their customer capabilities to optimize the Customer Experience they deliver. We believe the new content in our website re-enforces this. Thanks for looking around.
- Observations from Forrester's 2011 Customer Experience Forum
1 July 2011
Four members of the Mulberry Consulting N America team attended Forrester's Customer Experience Forum in New York last week - it was an excellent couple of days and we thought that some of our observations and impressions might be of interest.
Click here for our summary of the event - Observations from 2011 ECEW
31 May 2011
Now in its third year as the main event for Customer Experience practitioners across Europe, ECEW 2011 provided another opportunity for practitioners to look outside their ‘day job’ and learn how their peers have faced challenges in a diverse range of businesses. Lessons were learnt from the Telecommunications, Financial Services, Defence Technology and Consumer Packaged Goods sectors (to name just a few) – shared by speakers from locations as diverse as Las Vegas, Russia and South Africa.
Mulberry Consulting came away from the event with these insights that we believe all practitioners should take note of.
Click here for our summary of the event - New White Paper from Mulberry Consulting
16 December 2010
The recent recession was a sharp reminder for hotels to build loyal customer relationships with their guests. But a common response among hotels was to implement extensive operating cost reduction programmmes, without an understanding of the effect this would have on the customer experience and therefore on customer loyalty.
In the hotel industry a purposefully designed customer experience, persistently and consistently delivered, remains one of the few, cost effective sources of competitive advantage and differentiation. To show how this can be achieved Mulberry Consulting have published a new White Paper entitled "Optimizing the Customer Experience - An Opportunity for the Hotel and Hospitality Sector".
Optimizing the Customer Experience – An Opportunity for the Hotel and Hospitality Sector - Mulberry Consulting Continues to Grow
15 November 2010
We are very excited to announce some new additions to the team as we continue to expand and grow our business.
Our new colleagues, Simon Turner in New York, Jeff Miller in Toronto and Sarah Hobday in London, are some of the leading lights in the Customer Experience Sector – please click on each name for a short summary of their achievements.
- Mulberry Consulting Cited by Forrester
18 October 2010
Mulberry Consulting is very pleased to have been cited by Forrester in the recent paper "Assess The Effectiveness Of Your
Customer Journey Map".
The Forrester paper is available at their website.
- Very Interesting Customer Experience Web Presentation
17 September 2010
With thanks to Verint, this is one of those very rare links to an online web presentation that is actually worth watching, whether you are embarking on a CE program, those seeking to embed a defined customer experience or those looking to optimise their customer experience and excel in its leadership...this presentation has real value.
Click here to access the presentation
- CTAM Europe EuroSummit 2010
1 September 2010
David Hicks, CEO Mulberry Consulting ran the Customer Experience Consortium event and chaired the customer stream at CTAM EuroSummit from 22 to 24 September in Budapest.
Click here for more details
Click here to read the notes of the meeting - Customer Experience Management Summit
31 August 2010
David Hicks, CEO Mulberry Consulting, spoke at the Customer Experience Summit, Barcelona on 28 and 29 September 2010. Thanks to everyone who came along to see us.
Click here for more details
- Mulberry Consulting Practitioner Call - June 2010
30 June 2010
On Thursday 24th June, Mulberry Consulting held one of its regular practitioner calls. The call was very well attended by a great many practitioners from a variety of sectors internationally. Nick Bradley (Group Marketing Director City & Guilds and until recently Marketing Director at Getty Images) and Charlie Swift (VP, Database Strategy and Marketing, Hearst Magazines) combined to share best Customer Experience practices from the publishing and media sectors; there then followed a session with the speakers taking questions submitted by the practitioners.
There will be a short break over the summer with the next call scheduled for September 2010. To register an interest in joining the next call please contact us.
Click here to read a summary of the June Practitioner Call - 3rd Annual Driving Loyalty in Telecoms
2 June 2010
David Hicks, CEO Mulberry Consulting, was in the chair at the 3rd Annual Driving Loyalty in Telcoms conference in Budapest, Hungary on the 3rd and 4th June 2010.
Click here for more information - Mulberry Consulting Practitioner Call - May 2010
1 June 2010
On Tuesday 25th May, Mulberry Consulting held 2 of its regular practitioner calls. The calls were very well attended by a great many practitioners from a variety of sectors internationally. Radu Topliceanu (Mass Customers Area Director, Raiffeisen Bank), Alex Matthews (Head of Service Quality, Group Customer Experience, HSBC), Cathy F. Burrows (Director-Marketing Services RBC Royal Bank) and Richard McLaughlin (Chief Marketing Officer, Citi Cards Canada Inc.) combined to share best Customer Experience practices from the insurance sector; there then followed a session with the speakers taking questions submitted by the practitioners.
Participation in the calls is by invitation only. To make sure you don't miss out on the next calls on 24th June be sure to get in touch on the contact us page.
Click here to read a summary of the May practitioner call. - Mulberry Consulting April 2010 Practitioner Call
7 May 2010
On Thursday 29th April, Mulberry Consulting held 2 of its regular practitioner calls. The calls were very well attended by a great many practitioners from a variety of sectors internationally. Rod Butcher of Aviva, Darren Cornish of AXA, Jane Parry of Skandia International and Paul Fletcher of Aviva Canada combined to share best Customer Experience practices from the insurance sector; there then followed a session with the speakers taking questions submitted by the practitioners.
Participation in the calls is by invitation only. To make sure you don't miss out on the next calls on 25th May be sure to get in touch on the contact us page.
Click here to read a summary of the April practitioner call. - Mulberry Consulting Practitioner Call
24 March 2010
On Tuesday 30th March, Mulberry Consulting held its regular practitioner call. The call was very well attended by a great many practitioners from a variety of sectors internationally. Kerry Munro shared his thoughts on delivering an integrated online and offline end to end customer experience; there then followed a session with Kerry taking questions submitted by the practitioners.
Participation in the calls is by invitation only. To make sure you don't miss out on the next call on 29th April be sure to get in touch on the contact us page.
Click here to read a summary of the March practitioner call. - New White Paper from Mulberry Consulting
19 March 2010
More effective management of the customer experience is an opportunity area for retail banks. It has the potential to help customer retention, create better internal alignment of actions, identify cost savings, and drive incremental revenue growth.
An Opportunity for Retail Banks to Rebuild Trust and Create Differentiation - New Forrester white paper identifies Mulberry Consulting journey mapping as best practice
8 February 2010
Mulberry Consulting is featured in the new paper by Forrester Research on Mapping the Customer Journey, which presents best practices in using this important customer experience tool. The paper recommends that organisations use customer journey maps to examine interactions from the customer point of view. Mulberry Consulting’s approach to customer journey mapping is presented in the paper as an example of best practice, along with a number of other organisations. Forrester concludes that “Companies tend to be too internally focused. As a result, they often lose sight of what’s important for their customers. Journey maps are a great tool for reframing discussions from internal operations to customer experiences. That’s why most companies would be well served by undertaking a customer journey-mapping effort.”
To learn more about the Mulberry Consulting approach to Customer Journey Mapping click here. To find out more about how Mulberry Consulting can help your organisation with customer journey mapping please contact us.
The Forrester paper is available at their website.
- Post Magazine Webinar on the Insurance Industry
21 January 2010
On 26 January Alvin Jackson, Director at Mulberry Consulting, was part of the panel on this free to attend Webinar. The topic was the importance of focusing on the customer, particularly when the going gets tough. This was a great opportunity to learn from industry experts and from others in the sector.
To view the webinar visit the Post Webinar website
- Mulberry Consulting published in Australia Post magazine
25 November 2009
In the Summer 2009 edition of “Priority”, Australia Post’s magazine for business customers, Andrew Pound, one of Mulberry Consulting’s senior consultants, argues that companies first must measure customer loyalty and ask customers what is important to them.
Click here to read the full article - Practitioner Call - 15th December
17 November 2009
On 15 December 2009 Mulberry Consulting held its monthly Practitioner Calls. The call was attended by practitioners from around the world from the financial services, telecommunications, and IT services sectors with the focus on "What do you wish for in Customer Experience in your company in 2010?"
Participation in the calls is by invitation only. To make sure you don't miss out on the next call be sure to get in touch on the contact us page.
Click here to read a summary of the December practitioner call. - Customer Experience Delivery - an expert view
16 November 2009
On 10 November Mulberry Consulting held our regular monthly practitioner call, featuring Jennifer Ames-Karreman from Starbucks and Kathy Haley from Canada Post who shared their views on how to renew and energise staff to deliver an optimal customer experience - especially in tough times.
To join future practitioner calls please contact us.
Click here to read a summary of the practitioner call. - Establishing Best Practice Customer Engagement Models in Financial Services
9 November 2009
Given the pressures that banks and other financial service organizations are under in the current economic climate, the challenge of defining and establishing best practice customer engagement models has never been more important. This paper looks at the pressure financial service organisations companies are under and gives examples of best practice which defines a Customer Intelligent organisation.
Establishing Best Practice Customer Engagement Models in Financial Services - Optimizing the Customer Experience in Insurance
21 October 2009
How can insurance companies make their customer proposition stand out from the crowd? Mulberry Consulting have published a white paper entitled "Optimizing the Customer Experience – an Opportunity for Differentiation in Insurance ".
Optimizing the Customer Experience – an Opportunity for Differentiation in Insurance - CTAM EuroSummit, Lisbon, 24-25 September
5 October 2009
Mulberry Consulting facilitated a panel discussion on the topic of “Using Customer Experience to Compete” at the
EuroSummit'09 in Lisbon where many of the leading players of the European cable industry were in attendance.
Given the current economic realities, the cable sector is paying increasing attention to the customer experience as
a means to address reduction in churn, increase acquisition and optimize cost.
- Latest news from Mulberry Consulting
1 October 2009
Our September practitioner calls were a well-attended success. To make sure you don't miss out on the October call be sure to get in touch on the contact us page.
- The customer focused organisation - an expert view
1 October 2009
On 29 September Mulberry Consulting held our regular monthly practitioner call, featuring Jane Read from O2. Jane talked about how O2 has put the customer at the heart of the business, stimulating a lively discussion.
To join future practitioner calls please contact us.
Click here to read a summary of the practitioner call. - Measuring the Customer Experience - an expert view
6 August 2009
On 30 July Mulberry Consulting held 2 practitioner calls on the topic measuring the customer experience. The calls featured Federico Cesconi who shared the work done at Cablecom Switzerland on customer feedback management.
Click here to read a summary of the practitioner call. - ADMA Forum, Sydney, 8-10 July
29 June 2009
Senior Consultant, Andrew Pound, gavethe keynote address at Australia's leading annual event for the marketing community. He be unveiled insights into Customer Experience and how today's marketers can use this major lever to drive higher profits and create far greater employee and customer engagement: valuable learnings in the economic downturn. Click here for a summary of the conference programme
http://www.admaforum.com/conference-programme.htm
- 6th Cyprus Retail Forum, 2009
28 May 2009
On 20th May Andrew Pound, Senior Consultant at Mulberry Consulting, addressed leading retailers at the Hilton Park in Nicosia. The Retail Forum has been established as the leading annual gathering of retail professionals in Cyprus, where delegates can learn about trends, best practice techniques, technical developments and tools in all things retail.
Download the conference programme.
- European Customer Experience World
28 May 2009
Mulberry Consulting was proud to sponsor the European Customer Experience World, held on 20 and 21 May 2009 at the Radisson Heathrow. Delegates at the event were able to learn from leading customer experience practitioners and to share ideas and experiences amongst themselves. To learn more please contact us.
Details of the conference can be found here.
- Practitioner Call update
28 May 2009
On 27 May Mulberry Consulting held its monthly call with Customer Experience Practitioners. It was attended by colleagues from a range of sectors from around the globe, who shared current challenges and discussed possible ways forward.
Participation in the calls is by invitation only. To register an interest in attending the next call please visit on Contact page.
Click here to read a summary of the practitioner call. - 9 October 2008
9 October 2008
Mulberry Consulting will be participating in the conference of the Direct Marketing Association of Toronto (DMAT).
- Senior Executive Briefings
6 October 2008
Mulberry Consulting will be holding two invitation only senior executive briefings in London, featuring global leaders in customer experience excellence. The first, with Starbucks, is on 6 October 2008 and the second, featuring Disney, is on 25 November 2008.
- Mulberry Consulting has Moved House
11 September 2008
We are delighted to unveil our new brand identity and new look website.
The work has been undertaken in response to feedback from our existing and potential customers. They helped to identify how we were perceived, and what we needed to do in order to communicate our position as a leading consultancy for Customer Experience.
The first thing you will notice is the change in name. The more dynamic Mulberry Consulting has the immediate advantage of being easier to say, is more memorable and unlikely to be shortened to the anonymous-sounding MHC. It also carries forward the goodwill that has been built up over the last six years.
The new identity has been created to more accurately reflect what we do and to express our brand essence of Customer Intelligent. It supports our vision to become the first choice for those organisations who recognise the increasing commercial benefits of becoming Customer Intelligent in order to build more valuable customer relationships but who still need help and guidance to identify and bring about the appropriate change.
With our new identity established, we are now looking forward to further strengthening our reputation as experts in the field of customer experience by the development of new product, service, and client relationship solutions.
- 29-30 Sept 2008
19 August 2008
David Hicks, CEO, Mulberry Consulting will be the Event Moderator for the 2nd Optimising Customer Experience Forum in Rome.
We have negotiated a discounted rate for Mulberry Consulting contacts. Please contact us for more information on the special deal.