Three areas where some contact centres may be overlooking their GDPR obligations

female customer on phone

In the run up to May 25 this year many people, including me, were inundated with emails from companies asking them to opt in to their email marketing lists or informing them of their new data, security and privacy policies. This was all due to the fact that the long talked about General Data Protection Regulation (GDPR) framework came into force in Europe. After the dust started to settle and my inbox had started to return to normal, I began

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How to go from 800 to 5000 employees in 3 years and still deliver beautiful customer experiences

Voxpro

As more and more parts of the customer journey are digitized and automated, the role of front-line customer service staff is evolving. Through the use of clever technology they are seeing much of the mundane and repetitive parts of their jobs eliminated. This is allowing them to spend extra time on solving more complex customer issues as well as developing deeper emotional connections with customers. Given the changing nature of front-line customer service roles many companies are starting to question

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Customer engagement, AI and GDPR Article 22 – Interview with Jeff Nicholson of Pega

GDPR

Today’s interview is with Jeff Nicholson, Vice President, CRM Product Marketing at Pegasystems, a leading provider of software for customer engagement and operational excellence. I spoke to Jeff at Pegaworld, Pegasystems’ customer event in Las Vegas in early June, where we talked about GDPR, what it means, its impact and reach and what firms should be doing and keeping in mind in this new GDPR era. This is the third of three interviews that I conducted at Pegaworld. This interview

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The finish is just as important as the start of any experience – Interview with Pauline Wilson of Virgin Holidays

barbados

Today’s interview is with Pauline Wilson, who is VP of Operations at Virgin Holidays. Pauline joins me today to talk about going undercover, better understanding their customers, their customer journey mapping initiative and the improvements that have sprung from that. This interview follows on from my recent interview – Relevance, personalization and what many firms are missing when it comes to GDPR – Interview with Rob Walker of Pega – and is number 271 in the series of interviews with

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Tips on using your customer’s voice to create content that converts

This is a guest post by Brooklin Nash who writes about the latest tools and small business trends for TrustRadius. Versed in online platforms and social media, customers are getting savvier and more resourceful. They are looking for authenticity in vendors and versatility in their products. Direct mail and PPC still have a place in online marketing, but vendors will have to get to know their customers in order to stay on top of the content marketing game. Why is

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Relevance, personalization and what many firms are missing when it comes to GDPR – Interview with Rob Walker of Pega

infinity

Today’s interview is with Dr. Rob Walker, Vice President, Decision Management and Analytics at Pegasystems, a leading provider of software for customer engagement and operational excellence. I spoke to Rob at Pegaworld, Pegasystems’ customer event in Las Vegas in early June, where we talked about customer relevance, personalisation, artificial intelligence, GDPR and what firms should be focusing on in this era of constant change. This is the second of three interviews that I conducted at Pegaworld (like last year) so

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Getting help is often fraught with friction. It shouldn’t be – Interview with Tom Martin of Glance Networks

Today’s interview is with Tom Martin, CEO of Glance Networks, an enterprise software company that provides a “visual engagement platform” for their clients that combines co-browse, agent video and screen share into a tool for contact centre and customer support agents that helps them interact with their customers. Tom joins me today to talk about the challenge of providing tech support to your parents over the phone, how their technology works, use cases and why they chose to ask Forrester

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Greatness lies in the edges of customer experience

Text msg screenshot

It’s becoming an increasingly familiar occurrence these days for businesses, like healthcare practitioners, utility and telecoms providers, that rely on appointments with ‘customers’ for them to send out reminders, either via text message, email or by phone call, in the run up to the appointment. There is sound logic in taking this approach as not only does it provide a perceived better level of ‘service’, there is a rule of thumb in these industries that around 10% of all appointments

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Should you be considering using blockchain for your customer loyalty program? – Interview with Jessica Groopman and Jeremiah Owyang

Blockchain

Today’s interview is with Jessica Groopman and Jeremiah Owyang, industry analysts and founding partners at Kaleido Insights. They join me today to talk about blockchain, customer loyalty programmes and why and when you should be considering learning more. This interview follows on from my recent interview – Every great business has a backstory that drives and compels the work they do – Interview with Bernadette Jiwa – and is number 267 in the series of interviews with authors and business

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