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Lessons from the GB cycling team for all in customer experience?
photo credit: Tompy Maz Iqbal over at The Customer Blog has started to question the use of the label ‘customer experience’ in a recent post: Why do only a handful of companies excel at cultivating...
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Customer Service lessons from Brailsford and Team GB cycling
photo credit: AndyCunningham Continuing on from my last post (Great customer service and experience is a lot about listening and then doing the things that you are not asked to do), I read two books...
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When it comes to improving customer experience, what are your Brailsfords?
I love discovering new ways of looking at how we increase performance and deliver better service. I’m, particularly, inspired by insights from different areas like sport, music, the arts etc. One such...
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Genesys is aiming to transform not only customer experience but employee...
I recently attended Genesys’ Analyst & Influencer Summit, an event that connected me with leaders at Genesys, and their partners and customers. I don’t attend that […] The post Genesys is aiming...
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A glimpse into 2022: How can contact centres plan ahead?
This guest post by Dave Hoekstra, a Product Evangelist at Calabrio, reflects on lessons learned by contact centres in 2021 and offers a glimpse into 2022, […] The post A glimpse into 2022: How can...
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CX, loyalty and retention – Lessons from diverse industries – Interview with...
Today’s interview is with Andrea Prazakova, who is Senior Vice President Customer Experience at Mastercard in the UAE and David Boucher, the Chief of Service Excellence […] The post CX, loyalty and...
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8 customer-experience-related predictions for 2022
Around this time of year, I usually receive a swathe of customer experience related predictions from different sources. A couple of years ago, I started compiling […] The post 8...
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An #IA40 recognized app that is focusing on making agents experts on day one...
Today’s interview is with Brittany Bell, a Customer Success Manager at Cresta AI, which provides contact center agents real-time suggestions and coaching, whether in an individual call […] The post An...
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How to put empathy into action in your customer experience
I’ve long advocated about the importance of empathy in customer experience, the need for more of it and why organizations should consider building an empathetic musculature […] The post How to put...
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Leadership, employee experience and the Zoom ceiling – Interview with Dr...
Today’s interview is with Dr. Elora Voyles, an Industrial-Organizational Psychologist and People Scientist with TINYpulse, a provider of employee engagement and feedback software. Dr Elora joins […]...
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Contact centre operations: Keep it simple – keep it human
This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. Running a contact centre today is a tricky business but it doesn’t have […] The post Contact centre operations: Keep it...
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Leadership and life lessons from the winner of the 2021 CX Leader of the Year...
Today’s interview is with the winner of the MyCustomer 2021 CX Leader of the Year competition: Sri Safitri, Deputy Executive VP of Customer Experience and Digitisation […] The post Leadership and life...
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Banishing complexity – 5 ways to turn theory into practice
This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. In my last article I discussed how to keep things simple in contact […] The post Banishing complexity – 5 ways to turn...
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The future of personalization and loyalty is dynamic – Interview with...
Today’s interview is with Christian Selchau-Hansen, the CEO and co-founder of Formation.ai, a machine learning-powered offer optimization pioneer. Christian joins me to talk about loyalty,...
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Customers know how to solve data, privacy and AI trust issues. Brands should...
In early December, Cogito published some new research designed to capture consumers’ understanding of artificial intelligence (AI), their overall perception and utilization of it, and any […] The post...
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We should talk about moments that shatter rather than the moments that matter...
Today’s interview is with Michael G. Bartlett who is the Director of Experience Innovation at JMARK, an I.T. support and I.T. services company, Founder of the […] The post We should talk about moments...
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Brand trust emerges as the single biggest contributor to customer experience
In March last year, I wrote about Havas CX’s X Index and how it offered a new and holistic view of a brand’s customer experience (CX). […] The post Brand trust emerges as the single biggest...
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In three years gig experts will be able to do everything agents can do in the...
Today’s interview is with Roger Beadle, the co-founder of Limitless, a gig-economy platform that addresses some of the biggest challenges faced by the contact centre industry: […] The post In three...
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Predicting the future of customer experience (CX)
This is a guest post from Nikhil Pereira, Customer Experience (CX) Practice Leader at Tech Mahindra. What is customer experience and why is it important? Customer […] The post Predicting the future of...
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The 3 pillars of agent happiness – Interview with Tue Søttrup of Dixa
Today’s interview is with Tue Søttrup, Chief CX Evangelist & VP CX Excellence at Dixa, a customer service platform that generates value for brands and customers […] The post The 3 pillars of agent...
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