FIT Blog
When the economy tightens, frontline CX training is not a luxury. It’s a defence strategy
Every time the economy comes under pressure, the same thing happens in boardrooms.
Costs are reviewed. Budgets are frozen. And training is often one of the first lines examined.
On paper, that can look sensible.
In reality, it’s often a VERY costly mistake.
If work changes forever, what will still matter most?
It’s often reported that the advent of AI will almost certainly mean that all our future work changes forever.
Last week I read a fascinating piece from Vishen Lakhiani of Mindvalley – and it genuinely made me STOP dead in my tracks.
Vishen Lakhiani is someone I hugely admire and have learned from for years as a proud member of the Mindvalley community.
His message was all about the next 10 years.
I Travel 3 hours For A 30 minute Appointment
I travel from Norfolk to Kent to see my hygienist – 3 hours for a 30 minute appointment! And I do it 4 times a year. Yes, you read that right – 4 times a year. It’s something that certainly makes people raise their eyebrows – in confusion or contempt, I’m not sure....
The Quickest Repair In The World
A tiny ‘domestic’ happened at home recently that was accompanied by the smallest and quickest repair in the world. Nothing dramatic. No big argument. No storming out. Just a small slip. One of those moments that could easily have turned into something bigger, if we’d...
My Argument With A Robot (Guess Who Won!?)
his week I’d like to share a story about my argument with a robot.
It wasn’t a fracas of the fun kind. Nor the cute or funny kind.
It was the kind of brawl that makes your shoulders rise and your patience shrink.
It started innocently enough.
I needed a simple answer. A small change on our joint account.
Nothing dramatic. Nothing complex.
We Thought We’d Be The Oldest There (How Wrong We Were!)
We took 2 of our grandsons to a role-play centre recently (and thought we’d be the oldest there).
The kind of place where children can be firefighters, vets, builders or chefs.
Little uniforms. Tiny high-vis jackets. Small hard hats.
Such a genius idea, whoever the inspirator was.
Silver isn’t a colour…it’s a commitment!
This month, First Impression Training turns 25.
That sounds like a number.
It’s not.
It’s a relationship.
Because you do not get to 25 years in business by being “good at training”.
When Self-Service Fails: Why Human Support Still Matters in Customer Experience
When self-service works, it feels effortless. When self-service fails, it can turn a simple task into a stressful one – especially when customers are tired, rushed and just want things to be easy. That is why human support still matters in customer experience, even in the most ‘efficient’ environments.
The easiest way to build rapport with ANYONE!
Before I get into todays topic all about the easiest way to build rapport I should let you know that….I slept with my boss last night. True story.
Although in my defence, as you may know, he IS my husband of almost 35 years and also my MD of nearly 25 years, so I guess that’s OK to admit, am I right?
Those of you who’ve been around David & I for any length of time will also know that we are polar opposites.
Happy New Year with CX Predictions for 2026
So, I’ve started 2026 with a VERY interesting read from our friends over at Engage Hub – and credit where credit is due…
Their “Customer Experience Predictions 2026: The Human-Tech Balance in the Age of AI” Report is out – and it’s got me thinking hard already🤔
Why ‘Presence Power’ is the new CX Superpower for 2026
There’s a whole new, people-centred, CX Superpower for 2026 gradually emerging amidst a sea of difficult conversations… emotional customers… rising expectations… AI at every turn.
HELP! I don’t WANT to have difficult conversations with a robot…
Difficult conversations are never anyone’s favourite way to start the week, are they? Yet if you are leading a busy customer facing operation, you know these difficult situations come with the territory – whether they happen F2F, on the ‘phone, through Webchat or...
Workplace Wellbeing – a ‘nice-to-have’ OR a business necessity?
Well, it’s official – workplace wellbeing is NO LONGER a ‘nice-to-have’, it’s a business-critical must-have.
According to Personnel Today’s newly released UK Workplace Wellbeing Report 2025, the wellbeing of our people has become one of the most powerful drivers of productivity, loyalty and retention in today’s post-pandemic world.
Leadership communication: the heartbeat of organisational success
Leadership isn’t just about making decisions – it’s about communicating them in a way that inspires confidence, clarity and cohesion. In fact, effective leadership communication is the heartbeat of any successful organisation. When it’s strong, teams feel connected,...
AI won’t replace human CX – it will redefine it!
At last week’s Customer Engagement Summit (October 2025), CX legends Martin Hill-Wilson & Brian Manusama made one thing crystal clear in their summary of the summit in their interview with Xander Freeman of Call Centre Helper:
REPEAT: “AI WON’T Replace HUMAN CX – It Will Redefine It”
Why customer complaints are a blessing
In business, few things make hearts sink faster than a customer complaint.
But what if that complaint isn’t a burden, rather it’s a blessing in disguise?
How Customer Service Impacts Price Perception: Why Great CX Justifies Higher Costs
Discover how customer service influences price perception and why UK consumers are willing to pay more for a better experience. Here we look at 5 practical tips to boost perceived value through exceptional CX.
You can’t manage what you haven’t measured!
There’s no truer quote than “You can’t manage what you haven’t measured” particularly when we’re talking about the effectiveness of staff training, agreed?
Recruiting the right customer service representatives
Recruiting the right customer service representatives (CSRs) is critical for any organisation, as these employees are often the frontline of your organisation and play a key role in shaping customer perceptions and satisfaction.
Why customer experience consistency is key to growth
In today’s competitive market, ensuring customer experience consistency across many channels is critical for business success. Being consistent with your customer experience builds trust, fosters loyalty, and enhances the overall customer experience, which in turn...