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The two-sided customer experience problem and how VoC data is the answer
In this article, CX thought leader Adrian Swinscoe addresses the dual challenge facing customer experience (CX): firstly, the declining trend in customer satisfaction, and secondly, the […] The post...
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The impact of influencer marketing on customer experience – Interview with...
Today’s podcast is with Daphne Robertson, the VP of Customer Experience and Operations at #paid, a creator marketplace where brands and creators connect, collaborate and measure […] The post The...
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How one entrepreneur used customer service to disrupt a traditional industry
Recently, I had the pleasure of speaking to Voyo Popovic, the founder and CEO of Piece of Cake, a fast-expanding moving company headquartered out of New York. […] The post How one entrepreneur used...
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Data ontology and rethinking customer support metrics – Interview with Marcel...
Today’s podcast is with Marcel Barrera, Chief Strategy Officer at serviceMob Inc, a customer service enterprise technology company specializing in data ontology driven analytics. Marcel joins […] The...
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Are humans the missing link in your AI strategy?
We’re seeing a surge of activity — experimentation, piloting and implementation — in the customer service space regarding new artificial intelligence (AI)-enabled tools, particularly those aimed at...
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We got everyone involved in support and made our customer support metrics...
Today’s podcast is with Kenji Hayward, the Senior Director of Customer Support at Front, the all-in-one, AI-powered customer service platform built for collaboration. Kenji joins me […] The post We...
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How GenAI can transform call center IVR systems without losing the human touch
This is a guest post by Satish Barot, Co-founder and CTO at Klearcom Let’s face it—calling customer service is often a frustrating experience. Long wait times, endless […] The post How GenAI can...
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The majority of agents don’t find AI useful in their daily work – Interview...
Today’s podcast is with Martin Teasdale, host of Get out of Wrap, a contact centre focused podcast, and Ed Creasey, Global VP of Solutions Engineering at […] The post The majority of agents don’t find...
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15 Customer Experience Predictions for 2025
This is the sixth year that I’ve compiled a set of customer experience-related predictions for the coming year. For each article, I gather together a set […] The post 15 Customer Experience...
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The natural home of the contact center is under the CMO – Interview with Alex...
Today’s podcast is with Alex Levin, the Co-Founder and CEO of Regal.io, that provides high-touch contact center software (CCaaS) that enhances sales, support, and customer retention […] The post The...
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How AI translation is transforming customer experience
This is a guest post from Ofer Tirosh, Chief Executive Officer, Tomedes. Why Language is the Key to a Great Customer Experience In a world where […] The post How AI translation is transforming...
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Life Lessons I Learned From Being A Line Cook – Interview with Ari Weinzweig
Today’s podcast is with Ari Weinzweig, the CEO and co-founding partner of Zingerman’s Community of Businesses, a much-admired gourmet food business group headquartered in Ann Arbor, […] The post Life...
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The AI revolution in customer service: What to expect in 2025
This is a guest post from Gans Subramanian, Managing Partner, B-TRNSFRMD Artificial intelligence (AI) has helped the omnichannel customer experience and service industry achieve a revolutionary […]...
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Harnessing the contact center’s potential as a real-time data gold mine –...
Today’s podcast is with Suvi Lindfors, Strategic Business Development, Netigate. Suvi joins me today to talk about why she thinks the contact center is becoming one […] The post Harnessing the contact...
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Influencers and bridging the trust gap between brands and consumers
One of the biggest trends that emerged from my recent 2025 predictions piece was that a brand’s success in the coming year will be defined by […] The post Influencers and bridging the trust gap...
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There are five types of loyalty but only two are growing – Interview with...
Today’s podcast is with Sara Richter, CMO at SAP Emarsys, a leading omnichannel customer engagement platform provider. Sara joins me today to talk about customer loyalty, […] The post There are five...
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Addressing e-commerce’s 5 biggest CX challenges with AI and personalization
This is a guest post from Ken Tantsura, the Vice President of Innovations at Customertimes. Over the past eight years, customer acquisition costs have soared 222%. […] The post Addressing e-commerce’s...
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Testing and experimentation is everyone’s problem – Interview with Shafqat...
Today’s podcast is with Shafqat Islam, President at Optimizely, who joins me to talk about a new research report they have just published called Tested to […] The post Testing and experimentation is...
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From numbers to narratives: The power of customer engagement
Traditionally, when a CFO gets promoted to the position of CEO, it’s not uncommon to expect the firm to take a more analytical approach and, perhaps, […] The post From numbers to narratives: The power...
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The art and the science of listening – Interview with Zig Serafin, Brad...
Today’s podcast is a three-parter and features interviews with Zig Serafin, Brad Anderson and Isabelle Zdatny that I conducted at Qualtrics’ recent X4 2025: The Experience […] The post The art and the...
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