How to be more interesting (and keep customers for longer) – Interview with...
Today’s interview is with Jessica Hagy, who is widely known for her award winning blog: Indexed (I’ve been a subscriber for years!). Recently, she wrote an article for Forbes magazine on How To Be More...
View ArticleEmpathy and generosity – the keys to engaging your customers and people
It’s no secret that I am a fan of Jessica Hagy, her books and her blog: Indexed. I was also lucky enough to interview her about her new book (How to be more interesting (and keep customers for longer)...
View ArticleHow to be more interesting (and keep customers for longer) – Interview with...
Today’s interview is with Jessica Hagy, who is widely known for her award winning blog: Indexed (I’ve been a subscriber for years!). Recently, she wrote an […] The post How to be more interesting (and...
View ArticleEmpathy and generosity – the keys to engaging your customers and people
It’s no secret that I am a fan of Jessica Hagy, her books and her blog: Indexed. I was also lucky enough to interview her about […] The post Empathy and generosity – the keys to engaging your customers...
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Unlocking a consistent path to purchase in the wake of SCA
This is a guest post from Ed Whitehead, the Managing Director EMEA for Signifyd. A path to purchase is the journey that a customer will make […] The post Unlocking a consistent path to purchase in the...
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Having gone through 10 years of transformation in the past two years, how do...
Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about resiliency, focus, reducing […] The post Having gone through 10 years...
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Self-Scheduling: The answer to agent stress in modern, omnichannel contact...
This is a guest post from Magnus Geverts is VP, Product Marketing at Calabrio. I have been in the Workforce Management (WFM) business for over 20 […] The post Self-Scheduling: The answer to agent...
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To be good at customer experience has to begin with an experiential triage –...
Today’s interview is with Nick Webb, a world-renowned Strategist, Bestselling Author, and Futurist. Nick joins me today to talk about his new book, What Customers Hate, […] The post To be good at...
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The biggest digital transformation trends in 2022 and beyond
This is a guest post by Natasha Bougourd, a Senior Copywriter at Mediaworks. In the early months of the pandemic, businesses accelerated their adoption of digital […] The post The biggest digital...
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Why you shouldn’t always build for the ‘happy path’ – Interview with Sam...
Today’s interview is with Samantha (Sam) Richardson, a principal visioneering consultant for Twilio Foundry. Sam joins me today to talk about why many people don’t think […] The post Why you shouldn’t...
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Discovering customer experience in the banking industry
This is a guest post from Satish Krishnamurthy, Global Practice Head – BFSI at Tech Mahindra. Imagine the seamlessness of ordering on Amazon or hailing a […] The post Discovering customer experience...
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Little personal touches can make all the difference – Interview with Jawad...
Today’s interview is with Jawad Malik, the founder of Chicago-based Idrese, a direct to consumer (D2C) brand that provides affordable and luxury custom-made shoes made in […] The post Little personal...
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New research finds that customer service agents are abusing customers
At the end of March, Olga Khazan writing in The Atlantic published an article that asked “Why People Are Acting So Weird.” The article describes how, […] The post New research finds that customer...
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Leveraging branded virtual assistants to drive personalisation and innovation...
Today’s interview is with Eric Turkington, Vice President of Growth at RAIN, a pioneer in voice & conversational AI, that is helping people, brands and businesses […] The post Leveraging branded...
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Workforce wellbeing – what does it really mean and why does it matter more...
This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. The impact of the past few years has been wide-reaching and traumatic. Flexible […] The post Workforce wellbeing – what...
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The idea that scripts ruin customer experience is a dangerous one – Interview...
Today’s interview is with Jimmy Hosang, Co-Founder and Chief Executive Officer at The Modular Analytics Company (TMAC), a rapidly expanding artificial intelligence and machine learning provider […]...
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Building a robust digital customer experience strategy in 3 steps
As we emerge from the pandemic into a geopolitical crisis that is fueling inflation and shortages worldwide, the economic and competitive environment will become increasingly challenging […] The post...
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Design is not design without research – Interview with Alfonso de la Nuez of...
Today’s interview is with Alfonso de la Nuez, the Co-CEO and Co-Founder of UserZoom, the pioneering UX Insights System. Alfonso joins me today to talk about […] The post Design is not design without...
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Customer outcomes – A business model transformed
This is a guest post by Johan Treutiger, Åsa Ahlgren, Erik Thure, and Erik Tengblad of Arthur D. Little. Over the past five years, organizations across […] The post Customer outcomes – A business...
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Unlocking the hidden value of language to drive personalisation – Interview...
Today’s interview is with Assaf Baciu, the Chief Operating Officer and co-founder of Persado. Assaf joins me today to talk about Motivation AI, language, personalisation and […] The post Unlocking the...
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