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UK consumers say it’s good to talk but are contact centres really listening?
This is a guest post by a Graeme Meikle, a Senior WFM Consultant and Project Manager for Calabrio. Despite a rise in digital interactions, the phone […] The post UK consumers say it’s good to talk but...
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Treat your customers well and your employees better – Interview with Liza...
Today’s interview is with Liza Smyth, who is the SVP of Customer Experience at Formstack. Liza joins me today to talk about how EX and CX […] The post Treat your customers well and your employees...
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Is the contact centre going to be the next big tech frontier?
Many publicly listed technology stocks have been having a torrid time of late as investors move away from lofty visions and future promises of growth to […] The post Is the contact centre going to be...
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CX professionals should be taking their favourite finance person out to lunch...
Today’s interview is with Jim Tincher, Founder and Mapper in Chief of journey mapping and customer experience consulting firm, Heart of the Customer (HoC) as well […] The post CX professionals should...
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The Problem Pause
Whenever we face a problem, why is it that we invariably jump into fix or solution mode? Why don’t we spend more time understanding the problem? […] The post The Problem Pause first appeared on Adrian...
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Five years on and real time guidance is now becoming a must have for a modern...
Today’s interview is with Josh Feast, the CEO and Co-Founder of Cogito, who provide real-time AI coaching & guidance for contact centers. Josh joins me five […] The post Five years on and real...
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If more is not done to protect agents, customer service standards will fall
The UK recently introduced some new legislation that has implications for customer service. Specifically, an amendment was included in the new Police, Crime, Sentencing and Courts […] The post If more...
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Time, customer experience and driving retention and growth – Interview with...
Today’s interview is with Katie Christian who is the Head of Customer Success at Calendly one of the fastest-growing product-led growth companies. Katie joins me today […] The post Time, customer...
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Why you should prioritize accessibility in your customer service experience
This is a guest post by Amanda Winstead, a freelance writer from the Portland area. Customer service should be one of the top priorities for every […] The post Why you should prioritize accessibility...
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Even CX champions are struggling to keep up with rising customer expectations...
Today’s interview is with Adrian McDermott, Chief Technology Officer at Zendesk. Adrian joins me today to talk about the new Zendesk CX Accelerator report, the main […] The post Even CX champions are...
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9 ways to help get your budget approved
This is a guest post by Tom Gibby, the Co-Founder and CMO of The Bot Platform. The first step in asking is always the hardest. You […] The post 9 ways to help get your budget approved first appeared...
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Customer success and the role of community – Interview with Elaine Richards...
Today’s interview is with Elaine Richards, who is the COO of 37signals, the makers of Basecamp and HEY. She joined 37signals in 2021 and joins me today to talk […] The post Customer success and the...
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Is it time to talk about a more sustainable approach to serving our customers?
At a recent event, I spoke to a Chief Technology Officer (CTO) about how it was not untypical for him to have a day of 14 […] The post Is it time to talk about a more sustainable approach to serving...
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Leadership lessons from the winner of the 2022 CX Leader of the Year –...
Today’s interview is with the winner of the MyCustomer 2022 CX Leader of the Year competition: Maneesha Bhusal, Director Customer Experience & Marketplace Operations at Jingdong […] The post...
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Happy employees = happy customers. Achieve both with Punk CX.
I recently attended Verint’s Engage EMEA event, where I enjoyed sharing a few ideas and talking with a bunch of CX leaders, professionals and experts about […] The post Happy employees = happy...
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Customer journey orchestration made easy – Interview with Mark Smith of CSG
Today’s interview is with Mark Smith, who is Senior Vice President of Digital Experience at CSG and is a business leader with 25 years of global […] The post Customer journey orchestration made easy –...
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7 Customer experience related predictions for 2023
For the last four years, in and around December, I have compiled a set of customer experience-related predictions for the coming year. For each article, I […] The post 7 Customer experience related...
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What the heck is Relative Attractiveness and why it matters? – Interview with...
Today’s interview is with Richard Hammond, co-founder and CEO of Uncrowd, the innovative enterprise SaaS experience analytics platform that helps organisations grow market share by revealing […] The...
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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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