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Don’t drop the omni-channel baton and win the CX relay race
This is a guest post from Jim Davies, (former) Chief Experience Officer (CXO) at Calabrio. Managing the hand-over from bot to agent is like taking part […] The post Don’t drop the omni-channel baton...
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New shoes, a surprising but delightful musical collaboration, the autonomous...
Today’s interview is a bit different as it features two, separate interviews in one episode. It’s a two-fer! These interviews were conducted on a recent trip […] The post New shoes, a surprising but...
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When it comes to customer experience transformation, technology isn’t the...
I was in Las Vegas recently for Pegaworld iNspire 2023, Pega’s annual customer event. It’s the first time it’s been held in person for four years, and […] The post When it comes to customer experience...
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Revisiting the Big Ass Fans story and what happened next – Interview with...
Today’s interview is with Carey Smith, who is Founding Contrarian at Unorthodox Ventures. Carey is a returning guest and was first on the podcast back in […] The post Revisiting the Big Ass Fans story...
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From sole ambassadors, to the heart of business decisions: the UX evolution...
This is a guest post by Dana Bishop, VP of Experience Research Strategy at UserTesting. Over the last decade, the user experience (UX) industry has not […] The post From sole ambassadors, to the heart...
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The autonomous enterprise is like a North Star vision of where business is...
Today’s interview is like an interview I released a couple of weeks ago and features two, separate interviews that I conducted on a recent trip to […] The post The autonomous enterprise is like a...
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Recent research suggests that something has to change in the contact center...
It’s not been a great couple of months for customer experience. In the middle of June, Forrester released its US 2023 Customer Experience Index, which showed […] The post Recent research suggests that...
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Interview with Micah Peterson of ProcedureFlow
Today’s interview is with Micah Peterson, a member of the founding team and the VP of Product Management at ProcedureFlow, the next-generation knowledge management software that […] The post Interview...
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Why financial services firms must stand out through stellar customer experience
This is a guest post by Jon Brooks, Head of Financial Services at Sabio Group. In the dynamic landscape of financial services, where numerous firms are […] The post Why financial services firms must...
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CX in the age of AI: A leading outsourcer’s perspective – Interview with...
Today’s interview is with Cathrine (Cathy) Jooste, President of the Business Process Outsourcing Division, and John Samuel, EVP and CTO, at CGS, a global provider of […] The post CX in the age of AI:...
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What data skills can actually help CX Punk Rockers?
This is a guest post by Akin Arikan, the author of Customer Experience Analytics and Multichannel Metrics. Adrian points out that “CX should not be reduced […] The post What data skills can actually...
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When we talk about attention, we’re actually talking about engagement –...
Today’s interview is with Walter Flaat, dentsu Canada’s Chief Data Officer. We talk about a new whitepaper that they’ve just published on the Attention Economy, what […] The post When we talk about...
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5 Ways your business diversity is improving the customer experience
This is a guest post by Grace Anderson, senior HR business partner at Kura. Data shows that 76% of customers would happily move to a different […] The post 5 Ways your business diversity is improving...
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Brands don’t need more feedback or survey data to better understand their...
Today’s interview is with Nate Sanders, the co-founder and CEO of Artifact, the customer experience forecasting company. Nate joins me today to talk about the recent […] The post Brands don’t need...
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The stakes are set to get higher in onsite search experience
Whenever we are presented with a question that we don’t have the answer to or a situation that is unfamiliar to us, we seek help. Historically, […] The post The stakes are set to get higher in onsite...
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The five barriers to digital transformation and a roadmap to overcome them –...
Today’s interview is with David Rogers, who is the world’s leading expert on digital transformation, a member of the faculty at Columbia Business School, and the […] The post The five barriers to...
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How to bring employees together for the holidays – Even if they’re far apart
This is a guest post by Cindy Mielke, VP of Strategic Partnerships at Tango. Maintaining a sense of unity and company culture in remote and hybrid […] The post How to bring employees together for the...
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The science behind repairing trust – Interview with Professor Peter Kim
Today’s interview is with Dr. Peter Kim, Professor of Management and Organization at the University of Southern California Marshall School of Business and author of a […] The post The science behind...
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How the world is reacting to AI use in customer service
This is a guest post from Janine Hunt, Client Partnership Director at customer service outsourcer Kura. Data shows that 35% of businesses have adopted using AI […] The post How the world is reacting...
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How to safely realise the enormous potential of Al – Interview with Juliette...
Today’s interview is with Juliette Powell and Art Kleiner. Juliette is an author, entrepreneur, technologist, and strategist, who works at the intersection of culture, data science, […] The post How...
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