Brazil and North Korea in the World Cup – Lessons for Teams in Business
I’m a bit of a football fan. Not a huge one but big enough that I get excited when the World Cup comes around. I don’t know if you were watching last night but Brazil and North Korea played their...
View ArticleMeasuring employee engagement – don’t overthink it
Employee engagement is one of the key elements of building a successful and thriving business. It’s the bed-rock of getting things done, great customer service, repeat business and sustainable growth....
View ArticleLessons 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...
View ArticleCustomer 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...
View ArticleHow I built a team of brand evangelists with (almost) no marketing budget
Today’s post is a guest post from Adam Ulivi. Adam approached me and asked if he could write a guest post for my blog. We threw around a few ideas but the one that really stood out for me was how he...
View ArticleBrazil and North Korea in the World Cup – Lessons for Teams in Business
I’m a bit of a football fan. Not a huge one but big enough that I get excited when the World Cup comes around. I don’t […] The post Brazil and North Korea in the World Cup – Lessons for Teams in...
View ArticleMeasuring employee engagement – don't overthink it
Employee engagement is one of the key elements of building a successful and thriving business. It’s the bed-rock of getting things done, great customer service, repeat […] The post Measuring employee...
View ArticleLessons 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 […] The post Lessons from the GB cycling team for all in...
View ArticleCustomer 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 […] The post Customer Service lessons...
View ArticleHow I built a team of brand evangelists with (almost) no marketing budget
Today’s post is a guest post from Adam Ulivi. Adam approached me and asked if he could write a guest post for my blog. We threw […] The post How I built a team of brand evangelists with (almost) no...
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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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Expert tips on looking after the mental health of your contact centre employees
This is a guest post from Julie Mcintosh, Chief Culture Officer at Kura, the largest independent outsourcer in the UK. Employee mental health is in the […] The post Expert tips on looking after the...
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The impact hateful and toxic social media content has on your customers and...
Today’s interview is with Joel Bailey, the Product & Service Director at Arwen, a technology platform that uses AI to remove unwanted content from social media […] The post The impact hateful and...
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Writing well: the new old-fashioned way to make an impact
This is a guest post by Robert Kelsey, bestselling author of Writing Well for Work and Pleasure offers hope for those fearing the new “thought leadership” […] The post Writing well: the new...
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Using customer experience as a tool to drive economic development – Interview...
Today’s interview is with Mandisa Makubalo, the CEO of Unlimited Experiences SA, the 1st 100% black women owned CX Management Consultancy in South Africa, a global […] The post Using customer...
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Why CMOs should invest in their customer service teams
At the end of Feb 2022, Accenture released a new research report called: End-to-Endless Customer Service. The research surveyed 2,030 service leaders, 13,327 B2C customers and […] The post Why CMOs...
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Busting some CCaaS and CX technology myths – Interview with Vasili Triant of...
Today’s interview is with Vasili Triant, Chief Operating Officer of UJET, the world’s first and only cloud contact center platform for smartphone era CX. Vasili joins […] The post Busting some CCaaS...
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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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