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The challenge with conversational analysis in the Nordics – Interview with...
Today’s interview is with Tue Martin Berg, the CEO and part of the founding team at Capturi, Scandinavia’s leading software provider for conversation analysis. Tue joins […] The post The challenge...
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Technology choice, adoption and the paradox of choice
Have you ever found yourself going to a Lego store intent on buying an assortment of Lego pieces as a gift for someone, but when faced […] The post Technology choice, adoption and the paradox of...
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The raw and honest truth about what agents think about their jobs – Interview...
Today’s interview is with Juanita Coley, who is best known as the “Contact Center Whisperer” and is also the CEO and Founder of Solid Rock Consulting, […] The post The raw and honest truth about what...
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Navigating cultural variances in global marketing: Insights from around the...
This is a guest post by David Beasley, director at Washington Direct Mail. According to a recent research by Equinix, 72% of global businesses are looking to […] The post Navigating cultural variances...
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Forget the hype. Here’s what enterprises are actually doing with generative...
Today’s interview is with Stefano Puntoni, Professor of Marketing at The Wharton School and Director of AI at Wharton, and Jeremy Korst, President at GBK Collective. […] The post Forget the hype....
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15 Customer experience predictions for 2024
For the last five years, around this time, I’ve compiled a set of customer experience-related predictions for the coming year. For each article, I gather together […] The post 15 Customer experience...
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The frontline is where you connect EX and CX together in a very natural way –...
Today’s interview is with Joe Tyrell, CEO of Medallia. Joe joins me today to talk about why brands must consider EX in their journey to CX […] The post The frontline is where you connect EX and CX...
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The imperative of customer trust in 2024
How to gain and keep a customer’s trust has become an ever-present challenge in recent years, with customers becoming increasingly concerned about data, privacy and security […] The post The...
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Leadership lessons from the winner of the 2023 CX Leader of the Year –...
Today’s interview is with the winner of the MyCustomer 2023 CX Leader of the Year competition: Roxie Strohmenger, GSO – VP, CX Strategy at UKG (Ultimate […] The post Leadership lessons from the winner...
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The dark corners waiting to undermine your customer experience
In November of last year, I spoke at the CX NXT – Customer Experience Summit in Dubai on the topic of failure, fumbles and fiascos in customer experience. […] The post The dark corners waiting to...
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The CX value model and linking experience to business outcomes – Interview...
Today’s interview is with Michael Hinshaw, the founder and president of customer experience consultancy McorpCX. Michael joins me today to talk about the CX value model […] The post The CX value model...
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IWD 2024: How Can Businesses Help Women Feel More Supported and Engaged at Work?
This is a guest post by Caroline Gleeson, CEO at Occupop. During the Great Resignation, which saw employees voluntarily leaving their jobs en masse, recent statistics […] The post IWD 2024: How Can...
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A look inside a punk-inspired contact center – Interview with David Powers
Today’s interview is with David Powers, who is an author, podcast host, Chief Experience Officer at Rooter Hero Plumbing & Air and a true punk. David […] The post A look inside a punk-inspired...
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The worrying state of the European contact center space
Every now and again, I come across a piece of research that makes me want to pull my hair out. One such piece of research was […] The post The worrying state of the European contact center space first...
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What happens when you give data back to people? – Interview with Jamie Smith...
Today’s interview is with Jamie Smith, who is the Founder and CEO of Customer Futures Ltd, an advisory firm helping businesses seize the opportunity around disruptive […] The post What happens when...
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Customer Advocacy – An Untapped Asset
This is a guest post by Rhys Williams, a freelance content marketing writer specialising in B2B SaaS, martech and personalisation. While there are plenty of positive […] The post Customer Advocacy –...
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You don’t get promoted for teaching people how to wash their hands –...
Today’s interview is with James Lawther, Director at Squawk Point Consulting and Author of ‘Managed by Morons: The Path to a Thriving Organisation’. James joins me […] The post You don’t get promoted...
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A comprehensive guide to Customer Data Platforms in 2024
This is a guest post by Aparna M. A., a Content Writer for Kings Research. In the ever-evolving digital landscape, businesses of all sizes are grappling […] The post A comprehensive guide to Customer...
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Leadership, storytelling and why it is an art and it needs to be taught –...
Today’s interview is with Gareth Higgins, who writes and speaks about the power of storytelling to shape our lives and world, peace and justice, and how […] The post Leadership, storytelling and why...
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Two thirds of UK customers may be vulnerable but not obviously so
Last year, I spoke to Darren Rushworth, President of NICE International, about the UK’s Financial Conduct Authority (FCA) new Consumer Duty regulations and how they were […] The post Two thirds of UK...
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