Behavioural insights and what is really going on in the minds of your customers – Interview with Dr. Simon Moore of Innovationbubble

Today’s interview is with Dr. Simon Moore (BSc, PhD, CPsychol), a Chartered business and consumer psychologist who specialises in uncovering emotional and personality influences on behaviour. He is also Management Director of Innovationbubble, a new type of insights agency that, using psychological insights and methodologies, investigates the real reasons that customers behave the way that […]

3 customer groups that are being overlooked in the customer experience whirlwind

Over the last year, I’ve noticed a number of different groups of customers that don’t seem to be getting a lot of attention. Here are three that have stood out: The Rich Elders. The first group are the older generation (65+ years), many of which are now ‘retired’. Now, they are not necessarily digitally savvy, […]

Recapturing personalized customer interaction in the age of ecommerce

This is a guest post from David Stephenson, Chief Data Officer at DSI Analytics. In days long-past, when a store manager understood and interacted individually with each customer, the manager had a fantastic capability to understand and to help each customer.  In our age of ecommerce, with millions of digital customers, recent technology developments have […]

Many brands are losing touch with crucial ‘moments of truth’ – Interview with PV Kannan of [24]7

Today’s interview is with PV Kannan, the co-founder and CEO of [24]7, a customer engagement platform which assists several hundred million visitors across all channels, and engages in 1.5 billion conversations annually, most of which are automated. PV joins me today to talk about [24]7, what they are up to, utilising AI and intelligent assistants […]

Most organisations are ignoring the behavioural element of customer experience – Interview with Morris Pentel

Today’s interview is with Morris Pentel, who is the Chairman & Founder of the Customer Experience Foundation, a leading organisation in Customer Experience Science. Morris joins me today to talk about Customer Experience Science, Behaviour As Technology and his view on the biggest and current challenges for organisations trying to design and deliver a great […]

The three best gifts that you could give your customers

I’ve been starting to wonder about gifts in the last few days. Not as a result of all of the Black Friday and Cyber Monday hoopla but gifts for another set of occasions ……gifts for my nieces’ and god-daughter’s upcoming birthdays, another for a good friend’s upcoming 40th as well as gifts for friends and […]

Messaging, chat bots and improving the customer experience – Interview with Donna Peeples

Today’s interview is with Donna Peeples, Chief Customer Officer of Pypestream.com, an enterprise mobile messaging platform that features the use of intelligent automation and chatbot technology. Donna and I had a great chat about a number of things including Pypestream, what they are up to, chat bots, getting the most out of them and how […]

Improving the customer journey: The importance of customer service KPIs and metrics

This is a guest post that has been written by Debbie Fletcher on behalf of Nanorep. Mapping the customer journey – understanding the touchpoints that clients have with a business as they move through the buying process – has become one of the most important parts of understanding the interaction between businesses and consumers. When […]

How doing less is delivering more for this business, it’s employees and it’s customers

We now live in an always on, always connected, 24/7/365 world. And, to compete in such a world, a company needs to have a real-time omni-channel presence, where it constantly monitors, matches and meets the ever changing needs of it’s customers. Right? Well, that seems to be the prevailing wisdom. But, isn’t there a problem […]