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Nick Bush

Managing Partner at NextTen

London, United Kingdom

I help companies deliver extraordinary performance (growth and profits) by focusing on customer success. By working with me your organisation can:

- DISCOVER what your customers really want and how you can go beyond best practice to deliver it
- INSPIRE your employees to put the customer at the centre of everything they do and create an environment where happiness is the norm
- GROW your business through a culture of customer obsession and a relentless drive to innovate at all hierarchical levels.

I contribute regularly to the e-magazine The Next Ten Years ( where I focus on the implications of running a successful customer-centric business and bringing everyone on the journey with you.

- I’ve spent most of my 40-year career helping companies transform the way they do business through better strategies, change management and technology, with a relentless focus on the customer.
- I’ve worked across all kinds of business sectors from telecoms to banking, chemicals to charities.
- I’ve set up NextTen Innovation Solutions as I’m committed to helping people achieve transformational performance improvement by becoming genuinely customer-centric.
- I live and breathe customer experience and have a zero tolerance for poor service - this can make me a terrible person to have dinner with!

I work with people who have the hunger to drive their companies closer to their customers in order to deliver extraordinary performance. This includes heads of customer experience, customer service or any related discipline.

Available For: Authoring, Consulting, Influencing, Speaking
Travels From: London
Speaking Topics: Customer strategy, complaint handling, culture change

Nick BushPoints

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Service Provider
Business Unit: Delivery
Theatre: UK/Europe
Media Experience: 2 years
Last Media Training: 02/23/2018
Last Media Interview: 03/29/2019

Areas of Expertise

Change Management
Culture 30.07
Customer Experience 30.53
Leadership 30.06
Management 30.36
AI 30.07
Analytics 30.08
Innovation 30.04
Social 30.41
Digital Transformation 30.03
Future of Work 30.07
Digital Disruption 30.05
Healthtech 30.49

Industry Experience

Financial Services & Banking

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10 Article/Blogs
Nick Bush fills up with hospitality, but wants more
The Next Ten Years
July 22, 2019
Nick Bush fills up with hospitality, but wants more

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Tags: Customer Experience, Healthtech, Management

How often do you offer genuine hospitality?
The Next Ten Years
July 05, 2019
Nick Bush fills up with hospitality, but wants more

Having grown up in a hotel and then a restaurant I am, more than most people I suspect, obsessed with the hospitality industry. But a recent experience made me realise that hospitality businesses rarely offer hospitality that feels genuine – like a good evening spent having dinner at a friend’s house, say.

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Tags: Customer Experience, Management

Are you an inspirational customer?
The Next Ten Years
July 02, 2019
Customers should be better at providing meaningful feedback
– and service providers should make it easier for them to do so

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Tags: Customer Experience, Digital Disruption, Healthtech

Can CX save us from a bleak future?
The Next Ten Years
June 18, 2019
Dystopian visions send Nick Bush a warning about the future of customer experience

I misread a message from a colleague yesterday telling me that Gordon Tredgold’s article on 15 things teams hate about you was on LinkedIn. I clearly hadn’t woken up as I thought the article was 15 things you hate about LinkedIn. To which my initial reaction was “only 15?” – harsh maybe but I then realised I had a beef with most of the social media I use. (OK, I know LinkedIn doesn’t really class itself as a social media app but you get my drift.)

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Tags: AI, Customer Experience, Future of Work

Is poor service letting down your social media strategy?
The Next Ten Years
June 14, 2019
According to a recent report by social media management company Sprout Social, 50% of consumers follow brands to learn about new products and services and 48% to be entertained – a good basis then to promote your products in a fun and entertaining fashion. But wait – 56% of consumers say they unfollow brands because of poor customer service.

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Tags: Customer Experience, Digital Transformation, Social

Harnessing the power of purpose
The Next Ten Years
May 24, 2019
Vision. Focus. Mission. Drive.

All words we often use to describe the qualities we associate with high performing companies or the people who lead them.

But if I had to pick the one quality that propels an organisation into genuinely high performance, it would be purpose. It encapsulates all the above terms and taps into a deeper motivation to “do the right thing”, whatever that might be.

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Tags: Customer Experience, Leadership, Social

What to do if your customer’s a jerk
The Next Ten Years
May 23, 2019
I’ve focused recently on the toxic effect that people who behave badly at work have on overall morale and performance. The behaviour of these jerks or assholes should be dealt with to minimise its effect on their immediate colleagues and the longer-term impact on employee engagement.

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Tags: Customer Experience, Leadership, Management

Is poor service letting down your social media strategy?
The Next Ten Years
May 18, 2019
Whatever you may think about Facebook, Instagram or Twitter, their ethics or market capitalisation, social media companies are not about to disappear as a channel through which brands can connect with the current or future customers. But success in social media – as in real, bottom line business benefits – depends on a much more coordinated approach than is currently evidenced.

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Tags: Customer Experience, Management, Social

Wake up and smell the cologne… how are you inspiring your customers?
The Next Ten Years
May 03, 2019
“Magic moments” are not the be-all and end-all of customer experience – but they are important

Wednesday in Wimbledon – I’d say wet if I was seeking an alliterative effect but in the interests of veracity it was a fine day – and I had an hour’s “office time” before a meeting. I went to an independent coffee shop on Wimbledon’s main drag – once apparently the high street with the most chains in the UK – not because it was an indie but because I knew it would be quiet, got my coffee and my WiFi code and logged on.

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Tags: Culture, Customer Experience, Management

Are you building the skills for success in 2030?
The Next Ten Years
March 22, 2019
A report into consulting skills for the next decade has lessons for all kinds of organisation

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Tags: AI, Analytics, Innovation



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Nick Bush