Blog Posts

Emotional triggers for a more impactful customer experience

Smiley

This is a guest post by Ralph Wunsch who is working as a web publishing consultant for Writebrain, a blog analytics tool.  It is often said that a way to someone’s heart is through their stomach. While this old proverb may seem specific to cooking, it’s actually a metaphor for giving someone a pleasant experience that warms their heart. In this case, working your way to someone’s “stomach” is a good advice, especially to those whose job is to create

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The good, the bad and the ugly of customer service – Interview with Tom Libretto of Pega

The good the bad the ugly

Today’s interview is with Tom Libretto, Senior Vice President and Chief Marketing Officer at Pega. I caught up with Tom at Pega’s recent customer event, Pegaworld, in Las Vegas and we grabbed a few minutes to talk about Pega’s recent research report: 2019 global customer service insights: The good, the bad, and the ugly, what they found out and what lessons organisations should be learning and what they should be doing differently. This interview follows on from my recent interview

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A customer experience lesson learned from supporting a team at the lower end of the Premier League

BHAFC The Amex Stadium

I’m a fan of Brighton & Hove Albion Football Club and we have just finished playing our second season in the English Premier League (EPL), one of the most competitive football (soccer) leagues in the world. This season started pretty well and, at the end of December, we were in a good position to comfortably secure another season in the Premier League. However, in the second half of the season, we experienced a slump in form and saw ourselves edge

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C+/B- is the grade the customer experience industry currently deserves – Interview with Bruce Temkin

c-plus-school-letter-grade

Today’s interview is with Bruce Temkin, Head of the Qualtrics XM Institute. He joins me today to talk about his view on the current state of the customer experience industry, what it needs to focus on next, being acquired (twice in a few months) and what’s coming up next for him and the XM Institute. This interview follows on from my recent interview – The removal of friction represents a huge opportunity for customer experience – Interview with Roger Dooley

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What would a punk rock version of CX look and feel like?

Punk CX cover

Back in December 2017 I was sat with a friend of mine, Oisin Lunny, in the Basketmakers pub in Brighton. After 2-3 pints of Guinness, I started on a bit of a rant about the state of customer experience (CX) and what we needed was for someone to do something more ‘punk’ if they really wanted to stand out and lead their fields. That idea sat with me for a good six months. However, in the summer of 2018, the

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The removal of friction represents a huge opportunity for customer experience – Interview with Roger Dooley

thought

Today’s interview is with Roger Dooley who is a a speaker and author of Brainfluence: 100 Ways to Persuade and Convince Consumers with Neuromarketing, the popular blog Neuromarketing, and Brainy Marketing at Forbes. He joins me today to talk about his new book: FRICTION―The Untapped Force That Can Be Your Most Powerful Advantage, what friction is, how it affects us and what to do about it when it comes to customer experience. This interview follows on from my recent interview

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Are you brave enough to bring your customers or patients into your boardroom?

board meeting

A couple of weeks ago I took a bunch of people, from one of my clients, to visit The Walton Centre in Liverpool as part of a customer service excellence and continuous improvement programme. Not only is The Walton Centre a world class facility that specializes in neurology, neurosurgery, spinal and pain management services, it is also an award winning organization in terms of how it manages its people having been awarded the Investors in People Gold Standard (2014, 2017)

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Behavioural economics, alchemy, customer experience and the power of ideas that don’t make sense – Interview with Rory Sutherland

insight

Today’s interview is with Rory Sutherland, Vice Chairman of Ogilvy in the UK and author of a new book: Alchemy: The Surprising Power of Ideas That Don’t Make Sense. Rory joins me today to talk about his new book, behavioural economics and what we can all do to uncover stand out ideas that don’t make sense. Note: This interview is longer than many of the usual interviews that I conduct but dive in and enjoy it as it is packed

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Digital transformation is a journey, not a destination

winding-road

This is a guest post from Benjamin Shepardson, web development guru and founder of NoStop Content Services. Digital transformation is an exciting prospect in the business world of today. And yet, many high-profile digital transformations fail. This isn’t due to a failure of the concept, but rather a failure of execution. Businesses struggle to pull off digital transformations because their concept of how a digital transformation works is entirely wrong. It’s not a destination. It’s a journey. Here’s why digital

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Oh, there’s now a new book out of the same name. It’s mine too. Again, you might not like it. It’s like a very visual punch in the face for the CX industry.

Punk CX cover

Check it out here.