Blog Posts

How many exposure hours have you had recently with your customers?

Back in April, I talked to Andy Macmillan, CEO of UserTesting, about a new industry report that they had released – The Rise of the Experience Economy – The 2019 CX Industry Report. The big headline this year was that more and more organizations have started to talk about the overall experience they are creating rather than just talking about new technology or digital initiatives. That implies that while many firms may have said that they were going to be

Continue Reading

CEOs have to come to accept that CX is their responsibility – Interview with Jeanne Bliss

Today’s interview is with Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer and joins me today on the podcast for something different. Rather than conducting a straight up interview, we rummage around some of the big issues and challenges in customer experience right now in a short and punchy rant-off. We also

Continue Reading

The internal perception gap that is holding back your employee experience

Recently, I wrote about the perception gap that exists between how businesses think they are doing, regarding the delivery of great customer experience, and how customers perceive the performance of brands. However, this is not the only perception gap that exists and hinders the performance of organizations in their pursuit of delivering better customer experience. According to PwC’s recent Tech At Work and employee experience research report, a gap also exists between how leaders perceive the effectiveness of their technology

Continue Reading

Agatha, NLU and turning customer support agents into geniuses – Interview with Deon Nicholas of Forethought.ai

Today’s interview is with Deon Nicholas, Founder of Forethought, an AI company and 2018 TechCrunch Disrupt Battlefield participant, that has a vision to enable anyone to be a genius at their job. In practical terms, they do this indexing and surfacing content that matters the most in the context of their work. Deon joins me today to talk about the difference between NLP and NLU, winning last year’s TechCrunch Disrupt Battlefield and how Agatha aims to make it easy to

Continue Reading

How objectivity about new technology is key to delivering a leading customer experience

Objectivity

At the beginning of May NICE inContact released its second annual, global research study that investigated the changing attitudes of contact center leaders and customers regarding customer experience. The report called the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark, surveyed more than 900 contact center decision makers in the US, UK, and Australia. Like many other studies that have gone before it, the NICE inContact study highlighted the existence of a perception gap between how businesses think they are doing

Continue Reading

You can’t transform something you don’t understand – Interview with Annette Franz

Today’s interview is with Annette Franz, founder and CEO of CX Journey Inc, and an internationally recognized customer experience thought leader. Annette joins me today to talk about her new book: Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), what it’s about, what we can learn from it and her views on the current state of customer experience. This interview follows on from my recent interview – Audio is an

Continue Reading

How a smart IVR can improve agent efficiency

This is a guest post from Nogol Tardugno, Director of Customer Success at Plum Voice. We’ve heard a lot recently about the latest customer service channels like web and mobile – but is that focus leading us contact center professionals away from some of our market? After all, the research continues to reinforce the importance of the phone channel: Microsoft’s 2018 Global State of Customer Service Report found that 39 percent of customers globally, and 44 percent in the U.S.,

Continue Reading

Audio is an overlooked dimension of the customer experience – Interview with Jeff Yasuda of Feed.fm

Today’s interview is with Jeff Yasuda, the CEO and co-founder of Feed.fm (Music as a Service), which helps game developers, content publishers, and e-commerce retailers increase customer engagement, retention, and conversions by incorporating popular music into their environments– at the lowest possible cost. Jeff joins me today stop talk about Feed.fm, the impact of music on customer experience and what others can learn from their experience. This interview follows on from my recent interview – Taziki’s is closing the disability

Continue Reading

Five ways to improve your in-house customer service team

five

This is a guest post from Sam Makad. Customer service forms an integral part of any organization. Especially when it comes to customer engagement and retention, the heavy burden of developing connections and satisfying curious or ruffled customers lies on the shoulders of your customer service team. The Importance of Good Customer Service for Retaining Customers By providing top-notch service to your customers, you can boost your retention rate significantly with a direct impact on your company’s bottom line. According

Continue Reading

Site Footer

Ready to harness your inner CX punk?

I made a newsletter. It’s called Punk CX. You might not like it. Then again, you might.

Sign up here to find out.

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.