Using 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 with you an interview that I conducted...
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 Aviva. I met Rob at an event run...
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 can’t handle the truth!”...
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 40% of all calls to UK contact centers are either...
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 […]
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 […]
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 […]
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 […]
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 […]
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 ArticleHow 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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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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