Blog Posts

How using a network of experts can dramatically improve customer service automation – Interview with Antony Brydon of Directly

man phone

Today’s interview is with Antony Brydon who is the CEO and co-founder of Directly, a leader in customer support automation that works with enterprise companies to launch and train virtual agents that double their automation rate. Antony joins me today to talk about asynchronous messaging, conversational interfaces, AI and expert networks. This interview follows on from my recent interview – How your procurement team is impacting both your employee and customer experience – Interview with Todd Olson of Pendo –

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Deutsche Telekom, Digital Credit Union and Telenet reveal their digital transformation secrets

secret

Digital transformation is not easy. Particularly when you consider that, reputedly, around 70% of all transformation programs fail to meet expectations or their objectives. That means only 30% of programs succeed. Therefore, I was excited when I was asked to moderate a panel at Pegasystems’ annual customer event, Pegaworld, in Las Vegas with 3 organizations that have delivered, and continue to deliver, successful digital transformation programs. The panel was called ‘The Insiders View on What It Takes for a Successful

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How your procurement team is impacting both your employee and customer experience – Interview with Todd Olson of Pendo

programmer

Today’s interview is with Todd Olson who is co-founder and CEO of Pendo, a product experience platform that helps product teams create software customers love. Todd joins me today to talk about software product experience and how it impacts both the employee and customer experience. This interview follows on from my recent interview – Becoming more empathetic can be hard. Pega’s new AI-powered Customer Empathy Advisor aims to help – Interview with Rob Walker of Pega – and is number

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Why do we not see more people with disabilities in the hospitality or service industries?

eyes wide open

During May, I spent a week traveling around India conducting a series of workshops for the customers of one of my clients. While staying at the Novotel Aerocity in New Delhi, I noticed a couple of things that, I believed, both enhanced my experience and are worth sharing. The first was that all of the reception and bar staff had badges on their uniforms that highlighted not only their name but also their interests and passions. For example, Ansh, the

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Becoming more empathetic can be hard. Pega’s new AI-powered Customer Empathy Advisor aims to help – Interview with Rob Walker of Pega

Rob Walker on stage at Pegaworld

Today’s interview is with Dr. Rob F. Walker, Vice President Decision Management and Analytics at Pega. I caught up with Rob at Pega’s recent customer event, Pegaworld, in Las Vegas and we grabbed a few minutes to talk about his keynote presentation, Pega’s upcoming Customer Empathy Advisor, what empathy is and the value of being more empathetic in customer experience. This interview follows on from my recent interview – The good, the bad and the ugly of customer service –

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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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