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CX in the age of AI: A leading outsourcer’s perspective – Interview with...
Today’s interview is with Cathrine (Cathy) Jooste, President of the Business Process Outsourcing Division, and John Samuel, EVP and CTO, at CGS, a global provider of […] The post CX in the age of AI:...
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What data skills can actually help CX Punk Rockers?
This is a guest post by Akin Arikan, the author of Customer Experience Analytics and Multichannel Metrics. Adrian points out that “CX should not be reduced […] The post What data skills can actually...
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When we talk about attention, we’re actually talking about engagement –...
Today’s interview is with Walter Flaat, dentsu Canada’s Chief Data Officer. We talk about a new whitepaper that they’ve just published on the Attention Economy, what […] The post When we talk about...
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5 Ways your business diversity is improving the customer experience
This is a guest post by Grace Anderson, senior HR business partner at Kura. Data shows that 76% of customers would happily move to a different […] The post 5 Ways your business diversity is improving...
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Brands don’t need more feedback or survey data to better understand their...
Today’s interview is with Nate Sanders, the co-founder and CEO of Artifact, the customer experience forecasting company. Nate joins me today to talk about the recent […] The post Brands don’t need...
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The stakes are set to get higher in onsite search experience
Whenever we are presented with a question that we don’t have the answer to or a situation that is unfamiliar to us, we seek help. Historically, […] The post The stakes are set to get higher in onsite...
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The five barriers to digital transformation and a roadmap to overcome them –...
Today’s interview is with David Rogers, who is the world’s leading expert on digital transformation, a member of the faculty at Columbia Business School, and the […] The post The five barriers to...
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How to bring employees together for the holidays – Even if they’re far apart
This is a guest post by Cindy Mielke, VP of Strategic Partnerships at Tango. Maintaining a sense of unity and company culture in remote and hybrid […] The post How to bring employees together for the...
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The science behind repairing trust – Interview with Professor Peter Kim
Today’s interview is with Dr. Peter Kim, Professor of Management and Organization at the University of Southern California Marshall School of Business and author of a […] The post The science behind...
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How the world is reacting to AI use in customer service
This is a guest post from Janine Hunt, Client Partnership Director at customer service outsourcer Kura. Data shows that 35% of businesses have adopted using AI […] The post How the world is reacting...
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How to safely realise the enormous potential of Al – Interview with Juliette...
Today’s interview is with Juliette Powell and Art Kleiner. Juliette is an author, entrepreneur, technologist, and strategist, who works at the intersection of culture, data science, […] The post How...
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Consistency is often overlooked but is the secret ingredient to making...
I’d like to tell you a couple of stories about some things that happened to me while travelling to speak at an event in Munich recently […] The post Consistency is often overlooked but is the secret...
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Your customer doesn’t want to know about your technology – Interview with...
Today’s interview is with Micah Solomon, a renowned expert on customer service, hospitality, and customer experience. Micah joins me today to talk about his new book: […] The post Your customer...
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Embracing the future of CX: Unleashing the power of converged VOIP, contact...
This is a guest post by Jeni Rogers, Managing Editor, Wheelhouse.com. As CX continues to evolve into a modern business initiative and area of keen focus […] The post Embracing the future of CX:...
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Paul Weller, the Scots word ‘gallus’ and their relation to delivering an...
Today’s interview is with John Devlin, CEO and co-founder of Ascensos, a leading customer management and contact centre solution provider that offers bespoke and innovative solutions […] The post Paul...
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Customer service: How to get the right balance between digitalisation and the...
This is a guest post from Janine Hunt, Client Partnership Director at customer service outsourcer Kura. According to new data, half of adults who have used […] The post Customer service: How to get...
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Personalization is pervasive but it’s not personal – Interview with Shafqat...
Today’s interview is with Shafqat Islam, Chief Marketing Officer at Optimizely, a digital experience platform software as a service provider. Shafqat joins me today to talk […] The post...
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Three trends reshaping the customer experience outsourcing market
The contact center space is under a lot of pressure right now. As things stand, the status quo doesn’t look sustainable. Business Process Outsourcers (BPOs) play […] The post Three trends reshaping...
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Customers don’t want minimally viable anything. They just want quality –...
Today’s interview is with Debbie Levitt, who is the CXO of Delta CX and the author of Customers Know You Suck. Debbie joins me today to […] The post Customers don’t want minimally viable anything....
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The AI agent revolution: Changing the dynamics of customer service
This is a guest post by Jeanicka Rhey, a content writer. Quality customer service holds immense importance for businesses, impacting customer satisfaction and loyalty significantly. In […] The post...
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