Are you creating the time and necessity to drive innovation?
Innovation, new ideas, new ways of doing things, better ways to engage with customers, better ways of working as a team, finding new markets, new partners, insights…..etc. All of these things can...
View ArticleThe link between customer experience and employee engagement: More art than...
photo credit: canonsnapper A couple of days ago I was asked to go and speak to a large financial services firm about engagement, both customer engagement and employee engagement and the link between...
View ArticleCustomer service and customer loyalty can be improved by using decision...
Today’s interview is with Phil Barden, MD of decode marketing ltd and author of ‘Decoded. The Science Behind Why We Buy’ and follows on from my recent interview: Employee engagement inside one of the...
View ArticleAre you creating the time and necessity to drive innovation?
Innovation, new ideas, new ways of doing things, better ways to engage with customers, better ways of working as a team, finding new markets, new partners, […] The post Are you creating the time and...
View ArticleThe link between customer experience and employee engagement: More art than...
photo credit: canonsnapper A couple of days ago I was asked to go and speak to a large financial services firm about engagement, both customer engagement […] The post The link between customer...
View ArticleCustomer service and customer loyalty can be improved by using decision...
Today’s interview is with Phil Barden, MD of decode marketing ltd and author of ‘Decoded. The Science Behind Why We Buy’ and follows on from my […] The post Customer service and customer loyalty can be...
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Customer neglect is real and needs to be managed, as do customer expectations
Eng Tan and Daniel Rodriguez, the CEO and CMO of Simplr, respectively, have a theory. In their 2021 book: Experience is Everything, they say that customer neglect is on the […] The post Customer...
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Delivering personalised search experiences in an ethical way – Interview with...
Today’s interview is with Angel Maldonado, CEO & Founder of Empathy, who create human-centred, commerce search & discovery platforms that combine innovative technology, behaviour-based...
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Nearly half of CMOs are not ready for a cookieless future
On July 27th, Google announced via a blog that it was delaying the removal of third-party cookies in Chrome through into the latter part of 2024. […] The post Nearly half of CMOs are not ready for a...
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Not enough companies realize that customer support is your primary gateway to...
Today’s interview is with Nooshin Alibhai and Eric Klimuk, co-founders and CEO and COO respectively at Supportbench, a full-stack customer support software provider that is made […] The post Not...
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How to protect your business from loyalty fraud
This is a guest post from Ed Whitehead, the Managing Director EMEA for Signifyd. Today, businesses are realising that a top-notch customer experience is the […] The post How to protect your business...
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Customer success professionals should focus on net revenue retention (NRR) to...
Today’s interview is with You Mon Tsang, the founder and CEO of ChurnZero, which helps subscription businesses fight churn with a real-time customer success platform. You […] The post Customer success...
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Understanding how all businesses can benefit from voice analytics
This is a guest post by James Lockhart, Head of Product Marketing at TelcoSwitch. Voice and speech analytics refers to the process of analysing recorded conversations […] The post Understanding how...
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CX professionals extol the importance of empathy towards external customers...
Today’s interview is with Jack Springman, a former Associate Director of Optima Partners, customer experience provocateur and new author. After a year-long battle with cancer, Jack […] The post CX...
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Diminishing unconscious bias in customer service
This is a guest post by Amanda Winstead, a freelance writer from the Portland area. One of the most dangerous things in the workforce, particularly in […] The post Diminishing unconscious bias in...
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Customer experience isn’t about experience at all. It is about relationships...
Today’s interview is with James Dodkins, CX Evangelist at Pegasystems. James joins me today to talk about some new research that Pega has just conducted, some […] The post Customer experience isn’t...
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In times like these, customer service leaders can learn a lot from gardeners
As we approach the end of the Summer and head into Autumn, here in the Northern hemisphere, many gardeners will be starting to think about getting […] The post In times like these, customer service...
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The problem of customer indecision and how to get over it – Interview with...
Today’s interview is with Matt Dixon, the Wall Street Journal bestselling author of three of the most important business books of the past decade: The Challenger […] The post The problem of customer...
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Contact centres: How to look after your employee’s mental health
This is a guest post from Julie Mcintosh, Chief Culture Officer at Kura, the largest independent outsourcer in the UK. The mental well-being of your employees […] The post Contact centres: How to look...
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Product Led Growth (PLG) is missing a pillar – Interview with Joe Andrews and...
Today’s interview is with Joe Andrews and Martin Schneider. Joe is the Chief Marketing Officer and Martin is the Chief Evangelist and Head of Solutions Marketing […] The post Product Led Growth (PLG)...
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