Influence marketing, Klout, social scoring and why they are important –...
Following on from my recent interview, Service innovation is the key to avoiding extinction – Interview with Mitch Kowalski on the future of the legal industry, today I am going to change it up a...
View ArticleHelping customers, standing out, being human and telling stories through...
Today’s interview is with Mark Schaefer, one of the most acclaimed and accomplished marketing consultants in America as well as being a best selling author. He agreed to talk to me about his new book...
View ArticleInfluence marketing, Klout, social scoring and why they are important –...
Following on from my recent interview, Service innovation is the key to avoiding extinction – Interview with Mitch Kowalski on the future of the legal industry, […] The post Influence marketing, Klout,...
View ArticleHelping customers, standing out, being human and telling stories through...
Today’s interview is with Mark Schaefer, one of the most acclaimed and accomplished marketing consultants in America as well as being a best selling author. He […] The post Helping customers, standing...
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The 3 pillars of agent happiness – Interview with Tue Søttrup of Dixa
Today’s interview is with Tue Søttrup, Chief CX Evangelist & VP CX Excellence at Dixa, a customer service platform that generates value for brands and customers […] The post The 3 pillars of agent...
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Expert tips on looking after the mental health of your contact centre employees
This is a guest post from Julie Mcintosh, Chief Culture Officer at Kura, the largest independent outsourcer in the UK. Employee mental health is in the […] The post Expert tips on looking after the...
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The impact hateful and toxic social media content has on your customers and...
Today’s interview is with Joel Bailey, the Product & Service Director at Arwen, a technology platform that uses AI to remove unwanted content from social media […] The post The impact hateful and...
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Writing well: the new old-fashioned way to make an impact
This is a guest post by Robert Kelsey, bestselling author of Writing Well for Work and Pleasure offers hope for those fearing the new “thought leadership” […] The post Writing well: the new...
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Using customer experience as a tool to drive economic development – Interview...
Today’s interview is with Mandisa Makubalo, the CEO of Unlimited Experiences SA, the 1st 100% black women owned CX Management Consultancy in South Africa, a global […] The post Using customer...
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Why CMOs should invest in their customer service teams
At the end of Feb 2022, Accenture released a new research report called: End-to-Endless Customer Service. The research surveyed 2,030 service leaders, 13,327 B2C customers and […] The post Why CMOs...
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Busting some CCaaS and CX technology myths – Interview with Vasili Triant of...
Today’s interview is with Vasili Triant, Chief Operating Officer of UJET, the world’s first and only cloud contact center platform for smartphone era CX. Vasili joins […] The post Busting some CCaaS...
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Unlocking a consistent path to purchase in the wake of SCA
This is a guest post from Ed Whitehead, the Managing Director EMEA for Signifyd. A path to purchase is the journey that a customer will make […] The post Unlocking a consistent path to purchase in the...
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Having gone through 10 years of transformation in the past two years, how do...
Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about resiliency, focus, reducing […] The post Having gone through 10 years...
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Self-Scheduling: The answer to agent stress in modern, omnichannel contact...
This is a guest post from Magnus Geverts is VP, Product Marketing at Calabrio. I have been in the Workforce Management (WFM) business for over 20 […] The post Self-Scheduling: The answer to agent...
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To be good at customer experience has to begin with an experiential triage –...
Today’s interview is with Nick Webb, a world-renowned Strategist, Bestselling Author, and Futurist. Nick joins me today to talk about his new book, What Customers Hate, […] The post To be good at...
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The biggest digital transformation trends in 2022 and beyond
This is a guest post by Natasha Bougourd, a Senior Copywriter at Mediaworks. In the early months of the pandemic, businesses accelerated their adoption of digital […] The post The biggest digital...
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Why you shouldn’t always build for the ‘happy path’ – Interview with Sam...
Today’s interview is with Samantha (Sam) Richardson, a principal visioneering consultant for Twilio Foundry. Sam joins me today to talk about why many people don’t think […] The post Why you shouldn’t...
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Discovering customer experience in the banking industry
This is a guest post from Satish Krishnamurthy, Global Practice Head – BFSI at Tech Mahindra. Imagine the seamlessness of ordering on Amazon or hailing a […] The post Discovering customer experience...
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Little personal touches can make all the difference – Interview with Jawad...
Today’s interview is with Jawad Malik, the founder of Chicago-based Idrese, a direct to consumer (D2C) brand that provides affordable and luxury custom-made shoes made in […] The post Little personal...
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New research finds that customer service agents are abusing customers
At the end of March, Olga Khazan writing in The Atlantic published an article that asked “Why People Are Acting So Weird.” The article describes how, […] The post New research finds that customer...
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