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We can’t be digital-first, we have to be customer-first – Interview with Sue...
Today’s interview is with Sue Duris, Principal Consultant of M4 Communications, a global CX consulting firm. Sue joins me today to talk about customer understanding, internal […] The post We can’t be...
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Does customer service need a rebrand?
Following a conference I recently attended in London, I was invited to a dinner hosted by Quiq, a conversational AI and business messaging platform provider. During the […] The post Does customer...
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As people, we don’t need personalization, we need humanization – Interview...
Today’s interview is with Paul Greenberg, the founder & Managing Principal of The 56 Group, LLC, an advisory firm, focused on customer-facing strategic services, including CRM, […] The post As...
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Enjoy a slice of customer data analytics Pi(e)
This is a guest post from Jim Davies, Chief Experience Officer (CXO) at Calabrio. There is an infinite amount of data in contact centres but what […] The post Enjoy a slice of customer data analytics...
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The crucial role of constant storytelling and change management in our...
Today’s interview is with Nadia Ness, who is Global Head of Transformation (Customer Support) at Ikea. Nadia joins me today to talk about transforming IKEA’s customer […] The post The crucial role of...
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Too much data, too few skills. To achieve personalization, there is another way
Braze, the customer engagement software platform provider, recently released their third annual Global Customer Engagement Review. The research, by surveying 1,500 marketing executives across 14...
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The connection between flight simulators, agent attrition and better outcomes...
Today’s interview is with Brian Tuite, the cofounder & CEO of Zenarate, a leader in developing top-performing customer-facing teams through AI Conversation Simulation. Brian joins me […] The post...
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Are invoices the key to improving the quality of your customer service...
This is a guest post from Jill Goodwin, a Content Master & Writer of Amazing Ideas. Invoices may seem like purely procedural documents. But what […] The post Are invoices the key to improving...
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Well-being and the changing nature of management and leadership – Interview...
Today’s interview is with Ray Biggs, Head of Customer Care at John Lewis & Waitrose. Ray joins me today to talk about their customer care programme, […] The post Well-being and the changing nature...
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Why customer empathy is key to ensuring the older generation have a seamless...
This is a guest post by Michelle Huff, Chief Marketing Officer at UserTesting. With many physical bank branches closing, customers are forced to migrate to digital […] The post Why customer empathy is...
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The promise of generative AI in customer care and the challenges ahead –...
Today’s interview is with Ryan McDonald, Chief Scientist at ASAPP. Ryan joins me today to talk about his experience over the last 20 years in the […] The post The promise of generative AI in customer...
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Instant, Urgent, and Immediate – The experience today’s consumers want
This is a guest post by Sarah Robbins, Vice President, Customer – International at Khoros. Social media has been crucial for marketers amidst the cost of […] The post Instant, Urgent, and Immediate –...
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PegaWorld iNspire: Towards the autonomous enterprise and celebrating 40 years...
Today’s interview is with Don Schuerman, the CTO and Vice President of Product Strategy and Marketing at Pegasystems. Don joins me today to talk about the […] The post PegaWorld iNspire: Towards the...
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How to improve patient experience using gamification?
This is a guest post by Likitha Andugula, Marketing Analyst at Upshot.ai With the advent of digital devices and technology, we have been accustomed to having […] The post How to improve patient...
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There’s no point having a fast bike, if you don’t know how to ride it –...
Today’s interview is with Jerry Haywood, who is the Chief Executive Officer at boost.ai, a leading provider of conversational AI for enterprises. Jerry joins me today […] The post There’s no point...
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The state of customer engagement: Progress, work to be done and a delicate...
Any regular readers of my posts here on Forbes will probably have realised by now that I am partial to a bit of research and, in […] The post The state of customer engagement: Progress, work to be...
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Customer experience (CX) leaders will become the engagement quarterbacks of...
Today’s interview is with Mike Murchison, co-founder and CEO of Ada, a leading customer service automation provider. Mike joins me today to talk about how the […] The post Customer experience (CX)...
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Data silos: The silent killer of great customer experience
This is guest post from Joyce Kim, Chief Marketing Officer at Twilio. It was in 2006 that the British mathematician Clive Humby uttered the now legendary […] The post Data silos: The silent killer of...
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Why you should be adopting an Experience Mindset – Interview with Tiffani...
Today’s interview is with Tiffani Bova, the global customer growth and innovation evangelist at Salesforce, and the Wall Street Journal bestselling author of Growth IQ. Tiffani […] The post Why you...
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Why customers’ digital experience is key to your company’s survival and success
This is a guest post by Alfonso de la Nuez, the author of The Digital Experience Company and Chief Visionary Officer at UserTesting. More and more […] The post Why customers’ digital experience is key...
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