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Now there is no excuse for not closing the loop on customer feedback

It’s pretty safe to say that most businesses ask their customers for feedback these days. Most would agree that is a good thing. But, there are […] The post Now there is no excuse for not closing the...

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The ongoing decline of brand loyalty, what’s driving it and what should be...

Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. Simon joins me today to talk about ServiceNow’s new Consumer Voice […] The post The ongoing...

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Employee activism on the rise: The most important issues to employees and how...

This is a guest post from Ben Mercer at Leisure Lakes Bikes. More and more businesses are finding that employees are driving activism around topics and […] The post Employee activism on the rise: The...

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There needs to be a really tight relationship between business strategy and...

Today’s interview is with Cale Urwin, Director, Data, Digital & Marketing Health Services at Bupa. I caught up with Cale recently at PegaWorld in Las Vegas […] The post There needs to be a really...

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PegaWorld themes speak to the top AI implementation challenges

Given the rapid evolution of technology in the customer engagement space over the last year, and after attending a few other vendor customer events in recent […] The post PegaWorld themes speak to the...

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The customer isn’t always right – Interview with Daphne Costa Lopes of Hubspot

Today’s interview is with Daphne Costa Lopes, Global Director of Customer Success at HubSpot. Daphne joins me today to talk about customer success, why the customer […] The post The customer isn’t...

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Make promises, keep them but you don’t have to beat them

I was thinking about expectations the other day and it reminded me of something that I wrote in How To Wow, so I thought I’d share […] The post Make promises, keep them but you don’t have to beat them...

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The Brand Connectome™ and why we are doing marketing all wrong – Interview...

Today’s interview is with Leslie Zane, who is the Founder and CEO of Triggers, a brand consulting firm, and an authority on harnessing the instinctive mind […] The post The Brand Connectome™ and why...

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Countdown to Inclusion: What to expect from the European Accessibility Act

This is a guest post from Mike Adams OBE , founder of EnableAll. In just under a year, the European Accessibility Act will become law as […] The post Countdown to Inclusion: What to expect from the...

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Agents view agent-assist technology as more important than a competitive...

Today’s interview is with Gopi Polavarapu, Chief Solutions Officer at Kore.ai, a market leader in Conversational AI platform space. Gopi joins me today to talk about […] The post Agents view...

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Are assumptions hindering your delivery of great customer service?

Recently, I was invited to participate in a discussion about how to improve customer service outcomes. At one point in the discussion, we were talking about […] The post Are assumptions hindering your...

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Print-era thinking is holding personalization efforts back – Interview with...

Today’s interview is with Vivek Sharma, Chief Executive Officer & Co-Founder of Movable Ink, which empowers marketers with scalable, omnichannel personalization through data activation and AI […]...

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Factors driving the gap between customer expectations and satisfaction

Customers are generally not happy with the experiences they are having with brands. Last month, Forrester published the US 2024 Customer Experience (CX) Index, which found […] The post Factors driving...

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If it matters for your customer, it’s important – Interview with Tara DeZao,...

Today’s interview revisits and finalises the series of podcast conversations that I had with various folks whilst at Pegaworld earlier this. This episode is a combo […] The post If it matters for your...

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AI and employment law gaps: Three ways businesses can navigate current and...

This is a guest post by David Banaghan who is the Interim CEO at Occupop. According to Government research, one in six organisations now uses AI […] The post AI and employment law gaps: Three ways...

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Building customer loyalty and a human connection in an increasingly...

Today’s interview is with Conny Kalcher, Group Chief Customer Officer at Zurich Insurance. Conny joins me today to talk about her ambitions for Zurich to become […] The post Building customer loyalty...

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Four ways businesses can adopt AI to connect successfully with Gen Z

This is a guest post by Gary Clark a snowsports business expert and Academy Director at SIA Austria.  Wielding an estimated $150 billion purchasing power globally, […] The post Four ways businesses...

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Within five years, contact center agents will become contact center...

Today’s interview is with Sam Wilson, the CEO of 8×8, a provider of a unified cloud platform for contact center, business phone, video, chat, and APIs […] The post Within five years, contact center...

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NICE’s 1CX could be a game-changer for solving knotty customer problems

Imagine that one of your customers is experiencing a problem with a product or service that they have purchased from your company. Wanting to find a […] The post NICE’s 1CX could be a game-changer for...

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There are major tectonic shifts taking place in the outsourcing space right...

Today’s interview is with Craig Crisler, CEO at SupportNinja, a modern provider of Business Process Outsourcing (BPO) services. Amidst lots of research reporting that despite all […] The post There...

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