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Instant, Urgent, and Immediate – The experience today’s consumers want
This is a guest post by Sarah Robbins, Vice President, Customer – International at Khoros. Social media has been crucial for marketers amidst the cost of […] The post Instant, Urgent, and Immediate –...
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PegaWorld iNspire: Towards the autonomous enterprise and celebrating 40 years...
Today’s interview is with Don Schuerman, the CTO and Vice President of Product Strategy and Marketing at Pegasystems. Don joins me today to talk about the […] The post PegaWorld iNspire: Towards the...
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How to improve patient experience using gamification?
This is a guest post by Likitha Andugula, Marketing Analyst at Upshot.ai With the advent of digital devices and technology, we have been accustomed to having […] The post How to improve patient...
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There’s no point having a fast bike, if you don’t know how to ride it –...
Today’s interview is with Jerry Haywood, who is the Chief Executive Officer at boost.ai, a leading provider of conversational AI for enterprises. Jerry joins me today […] The post There’s no point...
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The state of customer engagement: Progress, work to be done and a delicate...
Any regular readers of my posts here on Forbes will probably have realised by now that I am partial to a bit of research and, in […] The post The state of customer engagement: Progress, work to be...
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Customer experience (CX) leaders will become the engagement quarterbacks of...
Today’s interview is with Mike Murchison, co-founder and CEO of Ada, a leading customer service automation provider. Mike joins me today to talk about how the […] The post Customer experience (CX)...
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Data silos: The silent killer of great customer experience
This is guest post from Joyce Kim, Chief Marketing Officer at Twilio. It was in 2006 that the British mathematician Clive Humby uttered the now legendary […] The post Data silos: The silent killer of...
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Why you should be adopting an Experience Mindset – Interview with Tiffani...
Today’s interview is with Tiffani Bova, the global customer growth and innovation evangelist at Salesforce, and the Wall Street Journal bestselling author of Growth IQ. Tiffani […] The post Why you...
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Why customers’ digital experience is key to your company’s survival and success
This is a guest post by Alfonso de la Nuez, the author of The Digital Experience Company and Chief Visionary Officer at UserTesting. More and more […] The post Why customers’ digital experience is key...
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Developing empathy within ourselves and the machines that we build –...
Today’s interview is with Minter Dial, an international speaker and a multiple award-winning author, specialized in leadership, branding and transformation. Back in February 2019, Minter joined […]...
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Obituary: The Survey (1920s – 2023)
This obituary was written by Nate Sanders, the co-founder and CEO of Artifact, the customer experience forecasting company. The Survey, a long beloved method of gathering […] The post Obituary: The...
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Purposefully designed experiences don’t happen by accident – Interview with...
Today’s interview is with Deborah (Deb) Battaglia, Senior Vice President, Customer Experience at Assurant, Inc, a global B2B2C Fortune 300 company that provides risk management and […] The post...
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Is adhering to the FCAs new consumer duty impossible without the help of...
Many customers are suffering right now with high inflation and interest rates. Now, while that is easy to say and observe, it’s often hard to quantify […] The post Is adhering to the FCAs new consumer...
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The pragmatic approach to transforming customer service – Interview with Mike...
Today’s interview is with Michael Upton, Chief Digital & Technology Officer at First Tech Credit Union (or First Tech), which is the US’s premier credit union […] The post The pragmatic approach...
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New Adobe research: Consumers expect even better experiences when economic...
Readers of my articles will know by now that I love a good bit of research. This is for two reasons: One, I love discovering new […] The post New Adobe research: Consumers expect even better...
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The messy middle of customer service revisited – Interview with Michael...
Today’s interview is with Michael Ramsey, VP of Customer Workflow Products at ServiceNow, a cloud computing platform that help companies manage digital workflows for enterprise operations. […] The...
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Microexcellence: What can marginal gains and the Tour de France teach us?
This is a guest post from Ben Mercer at Leisure Lakes Bikes. The Tour De France, which sees its 110th outing this summer (July 1-23), has […] The post Microexcellence: What can marginal gains and the...
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Our transformation journey and unleashing the power of AI and automation –...
Today’s interview is with Sheila Anderson, the Chief Information Officer (CIO) at Aflac, a Fortune 500 company that provides insurance and financial protection to millions of […] The post Our...
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Creating memorable customer experiences: Inspiring loyalty
This is a guest post from Nevilson Christian, Founder of SeekThem. Imagine this: You visit an online retail website for the first time. The website automatically […] The post Creating memorable...
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Taking an employee-centric approach has allowed us to achieve an attrition...
Today’s interview is with Jose Herrera, CEO and Co-Founder of Horatio CX, a next generation CX outsourcing firm and the trusted partner of some of the […] The post Taking an employee-centric approach...
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