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...
View ArticleDo you know the way to customer centricity? Pega believes it does
For years now, organizations have talked about customer-centricity and putting their customers at the heart of what they do. Yet, many, if not most, organizations still […] The post Do you know the way...
View ArticleA lot of organisations talk outside in but their systems are not designed...
Today’s interview is with John Seddon, an occupational psychologist, author and Managing Director of Vanguard, a consultancy company he formed in 1985 and the inventor of […] The post A lot of...
View ArticleNot dealing with failure demand is hurting your customer experience
In my 2016 How To Wow book I quoted research by Sabio and the Customer Contact Association, released in 2012, that found that between 25% and […] The post Not dealing with failure demand is hurting...
View ArticleCan you handle Dimension Data’s uncomfortable truth about customer experience?
Jack Nicholson, playing Colonel Jessup, in the 1992 film ‘A Few Good Men’, famously said, when cross-examined by Tom Cruise, playing Lieutenant (junior grade) Kaffee: “You […] The post Can you handle...
View ArticleSystems thinking, customer service and unlearning the way we do things –...
Back in November, I shared an interview with you called: Using systems thinking to improve customer satisfaction and employee engagement – Interview with Rob Brown of […] The post Systems thinking,...
View ArticleUsing systems thinking to improve customer satisfaction and employee...
Following on from my recent interview, Influence marketing, Klout, social scoring and why they are important – Interview with Mark Schaefer, today I want to share […] The post Using systems thinking to...
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Five blind spots that get in the way of customer understanding and growth –...
Today’s interview is with Toni Keskinen, who is the Co-Founder, Chief Product Officer & Chairman at 180ops, a revenue intelligence platform built on account-based customer data […] The post Five...
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Is the Law of the Instrument hindering enterprise AI investments?
Two recent studies found that many enterprises are currently experiencing mixed results with their AI initiatives and investments. For example, Accenture examined over 2,000 generative AI projects and...
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SRM and why it matters to growth and customer experience – Interview with...
Today’s interview is with Ryan Hamilton, an Associate Professor of Marketing at Emory University’s Goizueta Business School, an author and the co-host of The Intuitive Customer […] The post SRM and...
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Accelerating legacy transformation with Pega’s Blueprint solution
Late last year, while attending an Applied Strategic Foresight course at the Copenhagen Institute for Future Studies (CIFS), I learned about a model called the Futures Triangle. […] The post...
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Employee understanding and cracking the code of a better employee experience...
Today’s interview is with Annette Franz, an author, speaker and founder and CEO of CX Journey Inc. She is also an old friend of the podcast […] The post Employee understanding and cracking the code of...
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From one-shot answers to continuous outcomes: Why CX leaders need...
This is a guest post by Indresh Satyanarayana, VP Product & Technology Labs, Aquant The paradox of GenAI in service Generative AI has swept through […] The post From one-shot answers to...
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Without context, an insight is worth nothing – Interview with Jochem van der...
Today’s interview is with Jochem van der Veer, the Co-Founder and CEO of TheyDo, a leading platform for journey management that helps organisations build seamless customer […] The post Without...
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REDUX: What would happen if contact centre agents salaries were doubled?
Recently, I came across Marc Bernstein’s podcast conversation with Sam Wilson, CEO of 8X8, about reimagining the contact centre. In their conversation, Sam cited some US […] The post REDUX: What would...
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Voice still reigns in customer service – Interview with Nikola Mrkšić of PolyAI
Today’s interview is with Nikola Mrkšić, Co-founder & CEO of PolyAI, a leading supplier of Conversational AI for automated customer service. We talk about some recent […] The post Voice still...
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How a healthcare insurer got automation right by putting its clients first
Recently, Adrian Murray and Brent Baiotto, Fisent’s Founder & CEO and COO, respectively, told me a story about a healthcare insurance company they are working with […] The post How a healthcare...
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The future of CX and agentic CX – Interview with Sid Banerjee of Medallia
Today’s interview is with Sid Banerjee, Chief Strategy Officer at Medallia, a leading provider of customer and employee experience management solutions. I first talked to Sid […] The post The future...
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Low intent, high value: Why casual browsers matter more than you think
This is a guest post by Dave McEvoy, the Director and founder of DMAC Media. When browsing online for a product or service, most of us […] The post Low intent, high value: Why casual browsers matter...
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Customer-centric innovation and Amazon’s PRFAQ – Interview with Marcelo Calbucci
Today’s interview is with Marcelo Calbucci, an entrepreneur, innovator, technologist, and author. Marcelo joins me today to talk about his new book: The PRFAQ Framework: Adapting […] The post...
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