As businesses scale they can lose touch with their customers, here’s what HubSpot is doing to prevent that happening

HubSpot

It’s a common occurrence that as companies scale one of the biggest challenges that they face is staying close to their customers. HubSpot, a provider of a growth platform that helps transform the way that organizations attract, engage, and delight their customers, is no stranger to this phenomena. Established in 2006, they crossed the $100 million in sales mark in 2014 and held an IPO in the same year. Since then they’ve powered on to generate $500 million in sales

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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

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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

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Punk CX says ‘Great at a few or average at a lot’

Evidently John Cooper Clarke

I believe that the customer experience (CX) space is becoming like prog rock in the 1970s……. overly technical, too elaborate and complicated, inwardly focused, a little exclusive and in danger of disappearing up it’s own a***. Punk rock exploded out of the back of prog rock in 1970s with it’s democratic, DIY, back to basics and all heart and energy approach that inspired both a cultural and musical movement and a mindset. It dared to be different and was OK

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Most companies don’t get what it means to deliver a great customer experience

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If you stop and think about your own behavior for a minute. I’m betting that when faced with a question that you don’t know the answer to then one of the first things that you will do is ‘Google’ the answer. This is not unusual and is what many of your customers do too. When applied to questions that are related to products or services that we use or are considering buying that’s called self-service. Personally, I believe, helping customers

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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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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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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.