Public Enemy and getting practical with AI in the contact centre – Interview with Mikhail Naumov

Don't believe the hype

Today’s interview is with Mikhail Naumov, Co-Founder & President of DigitalGenius, a venture backed artificial intelligence (AI) company based in San Francisco & London. Digital Genius is focused on eliminating the mindless work customer service teams often have to deal with on a day to day basis so that they can focus on complex issues that technology, like a bot can’t handle. Mikhail has also just published a book: AI Is My Friend: A Practical Guide for Contact Centers. As

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Four insights from leading thinkers that will transform your employee engagement and performance

Four

Despite heavy investment by organizations to improve their customer experience, customers still complain about inconsistent and unsatisfactory experiences. Moreover, when put to leaders and managers of many organizations they often cite lack of collaboration and communication, silo-ed thinking and the disappointing results of their digital and transformation efforts as some of the main reasons behind their their inability to deliver a consistent and delightful customer experience. Therefore, to achieve the performance levels that customers and leaders want, something has to

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Corporate Rebels and their bucket list show how to create inspiring workplaces – Interview with Pim de Morree

Rebel 2

Today’s interview is with Pim de Morree, Co-founder at Corporate Rebels, who are on a mission to make work more fun. Pim joins me today to talk about Corporate Rebels, their quest to make work more fun, their Bucket List and what they have learned so far. This interview follows on from my recent interview – The more you invest in technology the more you have to invest in human beings – Interview with Arnaud de Lacoste – and is

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In customer experience, boring is the new cool

Boring

This is a guest post from Oisin Lunny, Chief Evangelist, OpenMarket, and follows on from a discussion that Oisin and I had about the annual tech prediction cycle. This is #BoringIsCool article No. 2. No. 1 is here. Customer Experience in 2018 is all about the latest new tech baubles, right? Sure, if you want to forget about your actual customers. CX conferences are full of the latest variations on isolated themes within the customer journey, and companies’ quarterly forecasts

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The more you invest in technology the more you have to invest in human beings – Interview with Arnaud de Lacoste

Human capital

Today’s interview is with Arnaud de Lacoste, Chief Marketing Officer of Sitel and Founding Partner of Group Acticall, a world leading provider of customer experience management & business process outsourcing solutions. Arnaud joins me today to talk about data, big and small, causation and correlation, the use of AI, the impact on insight and what brands should be doing to better connect with their customers. This interview follows on from my recent interview – The Future Of Work, Workforce Experience

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Thrive through busy times by studying your support history

study history

“In history, a great volume is unrolled for our instruction, drawing the materials of future wisdom from the past errors and infirmities of mankind.” – Edmund Burke, Irish writer, politician, journalist and philosopher “Those who cannot remember the past are condemned to repeat it.” – George Santayana, Spanish philosopher and novelist Are you a fan of history? If you work in customer service or support, then I believe you should be. I don’t mean the sort of history that involves

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The Future Of Work, Workforce Experience and Being Digital – Interview with Erica Volini

Future

Today’s interview is with Erica Volini, who is the US Human Capital leader for Deloitte Consulting. Erica joins me today to talk about the Future Of Work, the implications for organisations, organisational transformation, Digital DNA and how the employee experience fits into all of this. This interview follows on from my recent interview – The uniqueness in everyone is the largest asset you have in customer experience – Interview with Sam Johnson of Jamf – and is number 241 in

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Beyond digital and what many CMOs should be considering putting into their 2018 strategic plan

Baby boomer

Last year I wrote a piece called 3 Customer Groups That Are Being Overlooked In The Customer Experience Whirlwind. In it I ventured that there were a number of different groups of customers (The Rich Elders, The Private and The Quick) that weren’t getting a lot of attention. One of those groups, The Rich Elders, came into focus again for me recently in a conversation with Bruce Fielding, founder of Sterling.Agency, an agency that focuses on helping brands engage with

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The uniqueness in everyone is the largest asset you have in customer experience – Interview with Sam Johnson of Jamf

uniqueness

Today’s interview is with Sam Johnson, VP of customer experience at Jamf, a provider of software for enterprises and smaller businesses that helps them manage their Apple devices. Sam joins me today to talk about the idea that despite the fact that Jamf is a ‘tech’ focused company, most of the people that they hire don’t have tech backgrounds, why they taken that approach, how it came about, what the benefits have been and what others can learn from it.

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