The threat of PSD2 and how getting the basics right will help incumbent financial service providers prosper

psd2-eu

I remember a situation that happened around 10 years ago when I was applying for a mortgage from my bank.  When making the application I was faced with the fact that I had to complete a complicated form to apply for the mortgage. That was all fair, good and understandable up until the point that I had to gather all my financial data and complete a complicated set of financial computations to prove that the mortgage was affordable to myself.

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Getting live chat right is much more than a software sale – Interview with Jamie Edwards of Kayako

service

Today’s interview is with Jamie Edwards, co-founder and COO of Kayako, an omni-channel customer service platform that their customers use to talk to and support their customers. Jamie joins me today to talk about some recent research that they have conducted on the uses and successes of live chat software, what are companies getting right and what are they getting wrong and what customer service leaders should be fixing or doing differently when it comes to live chat. This interview

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57 Insights from leading brands and experts on what it takes to deliver a Wow customer experience: Part 2

Wow pt2

This is the second part of the article: 57 Insights from leading brands and experts on what it takes to deliver a Wow customer experience. As mentioned in Part 1, over the course of the last 18 months and since How to Wow came out I’ve being interviewing a range of leaders, entrepreneurs, authors, thinkers and academics about what it takes to deliver better outcomes for their customers and their people. Moreover, towards the end of each of these interviews

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When it comes to customer experience in 2018, can we make boring the new cool?

Boring

As is the norm around this time of year, there is a rise in the number of people thinking about forecasts or predictions about what will happen next year. You know the sort of thing: What will be hot. What will be cool. What we should be focusing on to take our customer experience to the next level. Normally, I get to this time of year I often find myself thinking…. Blah, blah. Blah, blah, blah. Blah. Blah. Why 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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Communities will become a core engine of commerce, innovation, experience, loyalty and service – Interview with Rob Tarkoff

Community

Today’s interview is with Rob Tarkoff, President and CEO of Lithium Technologies, a digital customer experience platform company. Their technology both powers some of the world’s largest online communities and helps some of the worlds largest brands with social customer care and publishing. Rob joins me today to talk about some recently published research, engagement, what it is, what it isn’t, what brands should be doing more and less of to help them engage more with their customers and the

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Online reviews have significant ROI with customers and prospects

This is a guest post from Adam Beeson, director of communications, G2 Crowd. Online reviews matter, a lot. A 2016 Local Consumer Review Survey from SEO and citation building service BrightLocal found that 84 percent of people trust online reviews as much as personal recommendations. In one year, that number jumped up by four points. With so many potential and current customers seeking information about your product or your company’s strengths and weaknesses, it is important to know how to

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Delivering a great customer experience is not really a technology challenge any more – Interview with Mark Smith

connected

Today’s interview is with Mark Smith, President of Kitewheel, which is the world’s only cloud-based Customer Journey Hub designed for innovative agencies and brands looking to move in step with the modern digital consumer. Mark joins me today to talk about the state of the customer journey, the rising amount of attention being placed on retention and what we can learn from a recent piece of research they have released. This interview follows on from my recent interview – You

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You don’t want to design a customer experience that is akin to getting in the cockpit of an F16 – Interview with Eric Hansen

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Today’s interview is with Eric J. Hansen, founder and Chief Technology Officer of SiteSpect, a leading software platform that offers optimization, testing, targeting, and personalization solutions that allows businesses to create superior customer experiences. Eric joins me today to talk about the potential of artificial intelligence (AI) in customer experience and personalisation, what brands should be thinking about and what they should be doing to prevent this. This interview follows on from my recent interview – The meaning of personalised

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