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Turning the unamazing into the amazing
How businesses can meet the demands of digital-savvy customers and push the boundaries of CX This is a guest post by Laura Bassett, Vice President, Product […] The post Turning the unamazing into the...
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Imagine having to type a ticket using a gaming console – Interview with Tony...
Today’s interview is with Tony Adams, Product Manager at Supercell, the global gaming company based in Helsinki, Finland. Tony joins me today to talk about Player […] The post Imagine having to type a...
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Service for Generation Z – How to assist this tech-savvy generation
This is a guest post by Amanda Winstead, a freelance writer from the Portland area. Providing exceptional customer service has always rested at the heart of […] The post Service for Generation Z – How...
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Building your house to be able to deliver a truly personalised customer...
Today’s interview is with Greg Kihlström, author and Principal at GK5A, who advise organisations on customer experience, marketing technology, and digital transformation initiatives. He is also […]...
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A story about inclusive customer experience
Around the time of my wife and I’s wedding anniversary, to celebrate, we took Monday afternoon off and went for a walk at a local nature […] The post A story about inclusive customer experience first...
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We need to move leadership from the job of one to the job of the many –...
Today’s interview is with Julia Fabris McBride, Chief Leadership Development Officer at the Kansas Leadership Center and co-author of a new book called When Everyone Leads: […] The post We need to...
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What elephants and customer experiences have in common
This is a guest post from Jim Davies, Chief Experience Officer (CXO) at Calabrio. Customers are like elephants; they have amazing memories. This means they will […] The post What elephants and...
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Let your people be the humans they’ve spent all their life training to be –...
Today’s interview is with John Sills, Managing Partner at the customer-led growth company, The Foundation. John joins me today to talk about his new book (The […] The post Let your people be the...
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Dialpad is betting that TrueCaaS is the future of customer service. They...
Over the last few years, despite the investment in self-service tools and technology to help drive proactive, predictive and pre-emptive service, live, and asynchronous, customer support […] The post...
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Tool time, task time and how ChatGPT will change everything in customer...
Today’s interview is with Des Traynor, Chief Strategy Officer and Co-founder at Intercom. Des joins me today to talk about some research they recently conducted around […] The post Tool time, task...
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Five forward-looking skills for the future generation of leaders
This is a guest post by Dominic Fitch at Impact International. There is no denying that the world of business is evolving at an incredibly fast […] The post Five forward-looking skills for the future...
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We can’t be digital-first, we have to be customer-first – Interview with Sue...
Today’s interview is with Sue Duris, Principal Consultant of M4 Communications, a global CX consulting firm. Sue joins me today to talk about customer understanding, internal […] The post We can’t be...
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Does customer service need a rebrand?
Following a conference I recently attended in London, I was invited to a dinner hosted by Quiq, a conversational AI and business messaging platform provider. During the […] The post Does customer...
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As people, we don’t need personalization, we need humanization – Interview...
Today’s interview is with Paul Greenberg, the founder & Managing Principal of The 56 Group, LLC, an advisory firm, focused on customer-facing strategic services, including CRM, […] The post As...
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Enjoy a slice of customer data analytics Pi(e)
This is a guest post from Jim Davies, Chief Experience Officer (CXO) at Calabrio. There is an infinite amount of data in contact centres but what […] The post Enjoy a slice of customer data analytics...
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The crucial role of constant storytelling and change management in our...
Today’s interview is with Nadia Ness, who is Global Head of Transformation (Customer Support) at Ikea. Nadia joins me today to talk about transforming IKEA’s customer […] The post The crucial role of...
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Too much data, too few skills. To achieve personalization, there is another way
Braze, the customer engagement software platform provider, recently released their third annual Global Customer Engagement Review. The research, by surveying 1,500 marketing executives across 14...
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The connection between flight simulators, agent attrition and better outcomes...
Today’s interview is with Brian Tuite, the cofounder & CEO of Zenarate, a leader in developing top-performing customer-facing teams through AI Conversation Simulation. Brian joins me […] The post...
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Are invoices the key to improving the quality of your customer service...
This is a guest post from Jill Goodwin, a Content Master & Writer of Amazing Ideas. Invoices may seem like purely procedural documents. But what […] The post Are invoices the key to improving...
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Well-being and the changing nature of management and leadership – Interview...
Today’s interview is with Ray Biggs, Head of Customer Care at John Lewis & Waitrose. Ray joins me today to talk about their customer care programme, […] The post Well-being and the changing nature...
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