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Consistency is often overlooked but is the secret ingredient to making...
I’d like to tell you a couple of stories about some things that happened to me while travelling to speak at an event in Munich recently […] The post Consistency is often overlooked but is the secret...
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Your customer doesn’t want to know about your technology – Interview with...
Today’s interview is with Micah Solomon, a renowned expert on customer service, hospitality, and customer experience. Micah joins me today to talk about his new book: […] The post Your customer...
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Embracing the future of CX: Unleashing the power of converged VOIP, contact...
This is a guest post by Jeni Rogers, Managing Editor, Wheelhouse.com. As CX continues to evolve into a modern business initiative and area of keen focus […] The post Embracing the future of CX:...
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Paul Weller, the Scots word ‘gallus’ and their relation to delivering an...
Today’s interview is with John Devlin, CEO and co-founder of Ascensos, a leading customer management and contact centre solution provider that offers bespoke and innovative solutions […] The post Paul...
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Customer service: How to get the right balance between digitalisation and the...
This is a guest post from Janine Hunt, Client Partnership Director at customer service outsourcer Kura. According to new data, half of adults who have used […] The post Customer service: How to get...
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Personalization is pervasive but it’s not personal – Interview with Shafqat...
Today’s interview is with Shafqat Islam, Chief Marketing Officer at Optimizely, a digital experience platform software as a service provider. Shafqat joins me today to talk […] The post...
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Three trends reshaping the customer experience outsourcing market
The contact center space is under a lot of pressure right now. As things stand, the status quo doesn’t look sustainable. Business Process Outsourcers (BPOs) play […] The post Three trends reshaping...
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Customers don’t want minimally viable anything. They just want quality –...
Today’s interview is with Debbie Levitt, who is the CXO of Delta CX and the author of Customers Know You Suck. Debbie joins me today to […] The post Customers don’t want minimally viable anything....
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The AI agent revolution: Changing the dynamics of customer service
This is a guest post by Jeanicka Rhey, a content writer. Quality customer service holds immense importance for businesses, impacting customer satisfaction and loyalty significantly. In […] The post...
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Are you doing change to people or with people? – Interview with Phil Lewis...
Today’s interview is with Phil Lewis and Claire Croft of Corporate Punk, an award-winning management consultancy that helps clients innovate and transform their business culture. Phil […] The post Are...
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BrandGPT and the future of CX
This is a guest post by Jay Wolcott, CEO and co-founder of Knowbl. Statistics show that 81 percent of US consumers shopped online in 2022, but […] The post BrandGPT and the future of CX first appeared...
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The challenge with conversational analysis in the Nordics – Interview with...
Today’s interview is with Tue Martin Berg, the CEO and part of the founding team at Capturi, Scandinavia’s leading software provider for conversation analysis. Tue joins […] The post The challenge...
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Technology choice, adoption and the paradox of choice
Have you ever found yourself going to a Lego store intent on buying an assortment of Lego pieces as a gift for someone, but when faced […] The post Technology choice, adoption and the paradox of...
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The raw and honest truth about what agents think about their jobs – Interview...
Today’s interview is with Juanita Coley, who is best known as the “Contact Center Whisperer” and is also the CEO and Founder of Solid Rock Consulting, […] The post The raw and honest truth about what...
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Navigating cultural variances in global marketing: Insights from around the...
This is a guest post by David Beasley, director at Washington Direct Mail. According to a recent research by Equinix, 72% of global businesses are looking to […] The post Navigating cultural variances...
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Forget the hype. Here’s what enterprises are actually doing with generative...
Today’s interview is with Stefano Puntoni, Professor of Marketing at The Wharton School and Director of AI at Wharton, and Jeremy Korst, President at GBK Collective. […] The post Forget the hype....
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15 Customer experience predictions for 2024
For the last five years, around this time, I’ve compiled a set of customer experience-related predictions for the coming year. For each article, I gather together […] The post 15 Customer experience...
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The frontline is where you connect EX and CX together in a very natural way –...
Today’s interview is with Joe Tyrell, CEO of Medallia. Joe joins me today to talk about why brands must consider EX in their journey to CX […] The post The frontline is where you connect EX and CX...
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The imperative of customer trust in 2024
How to gain and keep a customer’s trust has become an ever-present challenge in recent years, with customers becoming increasingly concerned about data, privacy and security […] The post The...
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Leadership lessons from the winner of the 2023 CX Leader of the Year –...
Today’s interview is with the winner of the MyCustomer 2023 CX Leader of the Year competition: Roxie Strohmenger, GSO – VP, CX Strategy at UKG (Ultimate […] The post Leadership lessons from the winner...
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