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Developing empathy within ourselves and the machines that we build –...
Today’s interview is with Minter Dial, an international speaker and a multiple award-winning author, specialized in leadership, branding and transformation. Back in February 2019, Minter joined […]...
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Obituary: The Survey (1920s – 2023)
This obituary was written by Nate Sanders, the co-founder and CEO of Artifact, the customer experience forecasting company. The Survey, a long beloved method of gathering […] The post Obituary: The...
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Purposefully designed experiences don’t happen by accident – Interview with...
Today’s interview is with Deborah (Deb) Battaglia, Senior Vice President, Customer Experience at Assurant, Inc, a global B2B2C Fortune 300 company that provides risk management and […] The post...
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Is adhering to the FCAs new consumer duty impossible without the help of...
Many customers are suffering right now with high inflation and interest rates. Now, while that is easy to say and observe, it’s often hard to quantify […] The post Is adhering to the FCAs new consumer...
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The pragmatic approach to transforming customer service – Interview with Mike...
Today’s interview is with Michael Upton, Chief Digital & Technology Officer at First Tech Credit Union (or First Tech), which is the US’s premier credit union […] The post The pragmatic approach...
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New Adobe research: Consumers expect even better experiences when economic...
Readers of my articles will know by now that I love a good bit of research. This is for two reasons: One, I love discovering new […] The post New Adobe research: Consumers expect even better...
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The messy middle of customer service revisited – Interview with Michael...
Today’s interview is with Michael Ramsey, VP of Customer Workflow Products at ServiceNow, a cloud computing platform that help companies manage digital workflows for enterprise operations. […] The...
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Microexcellence: What can marginal gains and the Tour de France teach us?
This is a guest post from Ben Mercer at Leisure Lakes Bikes. The Tour De France, which sees its 110th outing this summer (July 1-23), has […] The post Microexcellence: What can marginal gains and the...
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Our transformation journey and unleashing the power of AI and automation –...
Today’s interview is with Sheila Anderson, the Chief Information Officer (CIO) at Aflac, a Fortune 500 company that provides insurance and financial protection to millions of […] The post Our...
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Creating memorable customer experiences: Inspiring loyalty
This is a guest post from Nevilson Christian, Founder of SeekThem. Imagine this: You visit an online retail website for the first time. The website automatically […] The post Creating memorable...
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Taking an employee-centric approach has allowed us to achieve an attrition...
Today’s interview is with Jose Herrera, CEO and Co-Founder of Horatio CX, a next generation CX outsourcing firm and the trusted partner of some of the […] The post Taking an employee-centric approach...
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Don’t drop the omni-channel baton and win the CX relay race
This is a guest post from Jim Davies, (former) Chief Experience Officer (CXO) at Calabrio. Managing the hand-over from bot to agent is like taking part […] The post Don’t drop the omni-channel baton...
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New shoes, a surprising but delightful musical collaboration, the autonomous...
Today’s interview is a bit different as it features two, separate interviews in one episode. It’s a two-fer! These interviews were conducted on a recent trip […] The post New shoes, a surprising but...
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When it comes to customer experience transformation, technology isn’t the...
I was in Las Vegas recently for Pegaworld iNspire 2023, Pega’s annual customer event. It’s the first time it’s been held in person for four years, and […] The post When it comes to customer experience...
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Revisiting the Big Ass Fans story and what happened next – Interview with...
Today’s interview is with Carey Smith, who is Founding Contrarian at Unorthodox Ventures. Carey is a returning guest and was first on the podcast back in […] The post Revisiting the Big Ass Fans story...
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From sole ambassadors, to the heart of business decisions: the UX evolution...
This is a guest post by Dana Bishop, VP of Experience Research Strategy at UserTesting. Over the last decade, the user experience (UX) industry has not […] The post From sole ambassadors, to the heart...
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The autonomous enterprise is like a North Star vision of where business is...
Today’s interview is like an interview I released a couple of weeks ago and features two, separate interviews that I conducted on a recent trip to […] The post The autonomous enterprise is like a...
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Recent research suggests that something has to change in the contact center...
It’s not been a great couple of months for customer experience. In the middle of June, Forrester released its US 2023 Customer Experience Index, which showed […] The post Recent research suggests that...
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Interview with Micah Peterson of ProcedureFlow
Today’s interview is with Micah Peterson, a member of the founding team and the VP of Product Management at ProcedureFlow, the next-generation knowledge management software that […] The post Interview...
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Why financial services firms must stand out through stellar customer experience
This is a guest post by Jon Brooks, Head of Financial Services at Sabio Group. In the dynamic landscape of financial services, where numerous firms are […] The post Why financial services firms must...
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