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

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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?

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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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Digital transformation is a journey, not a destination

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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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Vice chairman of leading insurer believes it is time for a business reboot

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Late last year I spoke with Jason Stockwood, Vice Chairman of Simply Business, the UK’s favorite business insurance broker, about a new book he has just had published: Reboot: A Blueprint for Happy, Human Business in the Digital Age. The book aims to counter much of the news and commentary that predicts the massively negative effect that Artificial Intelligence and automation will have on jobs and aims to show how any organization can think freshly and benefit from technology by

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9 Trends shaping the future of marketing and CX in 2019 – Interview with Jeremy Korst

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Today’s interview is with Jeremy Korst, President of GBH Insights, a leading marketing strategy, consumer behavior and analytics consultancy. Jeremy joins me today to talk about 9 trends shaping the future of marketing and CX in 2019, what we need to know and what we should be doing about them. This interview follows on from my recent interview – What The Great Escape can teach us about Future Fit leadership – Interview with Mike Perk – and is number 289

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The challenge at the heart of marketing: An interview with Seth Godin

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Recently, I had the privilege of interviewing Seth Godin about his new book: This Is Marketing: You Can’t Be Seen Until You Learn to See, which in the short time since it’s release in mid-November has already become a New York Times and Wall Street Journal bestseller. For those that are not familiar with Seth’s work, he is the author of 18, now 19, best-selling books that have changed the way people think about both marketing and work and have

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Not dealing with failure demand is hurting your customer experience

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In my 2016 How To Wow book I quoted research by Sabio and the Customer Contact Association, released in 2012, that found that between 25% and 40% of all calls to UK contact centers are either unnecessary or avoidable. According to that research, the most common causes of those calls included: customers chasing information about deliveries or updates on what was due to happen next in the purchase cycle; customers calling to clarify issues regarding pricing or terms and conditions;

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Are you willing to delight the specific? – Interview with Seth Godin about his new book: This Is Marketing

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Today’s interview is with Seth Godin, best selling author, teacher and sometime entrepreneur. Seth joins us today to talk about his new book: This Is Marketing: You Can’t Be Seen Until You Learn to See and we discuss the book’s main thesis, the challenge for marketers, what we need to learn, why it might be hard, why it matters and how we start to apply all of this in our businesses and our work. This interview follows on from my

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Should you be considering the use of blockchain to power your customer loyalty program?

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Distributed ledger technology, commonly known as blockchain, is a technology that has received a lot of attention in the last few months, particularly as the underlying technology powering crypto-currencies like Bitcoin. However, outside of crypto-currencies many entrepreneurs, large organizations, governments and technologists are exploring other applications of blockchain technology including everything from digital voting to the recording and protection of both formal and informal property holdings. Given the broad range of possible applications of this technology, I’ve recently been wondering

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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.