Acknowledgements

First of all, a big thank you to Janine Dyer who created the online toolkit and provided invaluable feedback and suggestions on the manuscript.

Thanks to the members and associates of the Smith+co team who wrote the ‘guest panels’ on their various areas of expertise: Alison Battisby, Vanessa Hamilton, Linda Moir, Claudio Toyama and Tim Wade. You can find their profiles and read more about their perspectives on our website: http://www.smithcoconsultancy.com/about-us/meet-the-experts.

Thanks to Tim Sefton who conducted the research with the giffgaff executives and provided invaluable help with this case study.

For their assistance with the On Purpose survey distribution we thank our friends at Mycustomer.com, see: http://www.mycustomer.com/; CustomerThink.com, see: http://www.customerthink.com/; GCEM.com, see: http://gccrm.com/eng/content_e.jsp. If you haven’t seen these portals you should. They are an invaluable source of all the latest and best thinking around customer experience.

Our CEM partners, TOTE-M, in the Netherlands for their help conducting the research and customer experience workshops at Liberty Global. See: http://www.tote-m.com/en/.

To Claudio Toyama, Smith+co’s director of customer and employee insight, for conducting and analysing the quantitative research; and Tanja Kirtley who helped obtain the necessary approvals from the many people we interviewed.

Finally, thanks to Helen Kogan, Jasmin Naim and the team at Kogan Page, our publishers, for their enthusiasm and tremendous support for the book.