Let’s stop talking about data and start talking about outcomes – Interview...
Today’s interview is with Geraldine McBride, CEO of MyWave, a next generation CRM solution that puts the customer in charge of their data and their experience. You might remember that I spoke to...
View ArticleHow leading brands are earning customer trust in the midst of data and...
The trust that customers have for brands and business, in general, is at a low ebb. Whilst many businesses are cognisant of this and are working hard to build the trust that they have with their...
View Article3 customer groups that are being overlooked in the customer experience whirlwind
Over the last year, I’ve noticed a number of different groups of customers that don’t seem to be getting a lot of attention. Here are three that have stood out: The Rich Elders. The first group are the...
View ArticleLet’s stop talking about data and start talking about outcomes – Interview...
Today’s interview is with Geraldine McBride, CEO of MyWave, a next generation CRM solution that puts the customer in charge of their data and their […]
View ArticleHow leading brands are earning customer trust in the midst of data and...
The trust that customers have for brands and business, in general, is at a low ebb. Whilst many businesses are cognisant of this and are working […]
View Article3 customer groups that are being overlooked in the customer experience whirlwind
Over the last year, I’ve noticed a number of different groups of customers that don’t seem to be getting a lot of attention. Here are three […]
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Why skills training your customer service team doesn’t work
This is a guest post by Lara Khouri, founder of there is no spoon, a boutique people experience and change leadership consultancy. It is the first […] The post Why skills training your customer...
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The killer combination: Customer success, happiness and the right technology...
Today’s interview is with Prashanth “PVK” Krishnaswami is the head of market strategy and thought leadership for the CX product group at Zoho. Prashanth joins me […] The post The killer combination:...
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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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