Are your surveys aligned to your customer’s journey?

Recently I took a flight from London to the U.S. for work. Before getting to the airport, I made sure I had checked in online and had my boarding pass available on my phone. So, on arrival at the airport, the only thing I had to do before going through security was to have my passport and visa status checked by the airline staff that I was flying with. Having done that, I then headed through security and Duty-Free into

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Research insights into gathering effective feedback, the use of different metrics and generational differences around channel choice – Interview with Steve Morrell of Contact Babel

Today’s interview is with Steve Morrell who is the Managing Director of ContactBabel, a provider of high-quality research and analysis to the UK & US contact centre industries. Steve joins me today to talk about gathering feedback, what CX metrics senior management consider the most important, the role of automation in CX and generational differences around CX amongst other things. This interview follows on from my recent interview – Our people first, customers second approach drives our growth – Interview

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Understanding friction and reward in customer experience – Interview with Richard Hammond and Rocky Howard of Uncrowd

Friction Reward

Today’s interview is with Richard Hammond and Rocky Howard, co-founders of Uncrowd, who are the the world’s leading experts on friction versus reward. Richard and Rocky join me today to talk about Richard’s new book: Friction/Reward: Be your customer’s first choice, the work that they are doing at Uncrowd and why we should pay attention, particularly when it comes to creating a better customer experience. This interview follows on from my recent interview – CEOs have to come to accept

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You can’t transform something you don’t understand – Interview with Annette Franz

Today’s interview is with Annette Franz, founder and CEO of CX Journey Inc, and an internationally recognized customer experience thought leader. Annette joins me today to talk about her new book: Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), what it’s about, what we can learn from it and her views on the current state of customer experience. This interview follows on from my recent interview – Audio is an

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If you want to improve your B2B customer experience, manage customer distress – Interview with Robert C. Johnson of TeamSupport

Today’s interview is with Robert Johnson, the co-founder and CEO of TeamSupport.com, a cloud-based, B2B software application built to help customer-facing support teams serve clients better through stronger collaboration, superior teamwork, and faster issue resolution. Robert joins me today to talk about the difference between B2B and B2C customer experience, the Customer Distress Index (CDI) and what B2B companies should be doing differently to improve their customer experience. This interview follows on from my recent interview – The Commonwealth of

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Humanising the workplace in the age of automation

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This is a guest post from Tom Goodmanson, CEO, Calabrio The rapid development of new technologies over the last 15 years, including smart phones, social media, the cloud, SaaS, big data, and AI, have led to extraordinary changes in how we conduct business. Using these technologies, businesses have employed a variety of strategies, from new channels for communicating with customers, such as chatbots, to product recommendations, all in the hope of improving the customer journey and building brand loyalty. However,

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The Commonwealth of Self Interest and customer engagement – Interview with Paul Greenberg

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Today’s interview is with Paul Greenberg, best-selling author and founder & Managing Principal of The 56 Group, LLC, an advisory firm, focused on customer-facing strategic services. He is often called the “Godfather of CRM” and joins us today to talk about his new book: The Commonwealth of Self Interest: Business Success Through Customer Engagement, what engagement really is, the challenge and what we should be doing to improve how we serve our customers. This interview follows on from my recent

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Real competitive advantage in customer experience comes from understanding customers and what drives them away – Interview with David Avrin

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Today’s interview is with David Avrin, a keynote speaker, an author, a consultant and also CEO of Visibility International. David joins me today to talk about his new book: Why Customers Leave (and How to Win Them Back), what it’s about, what we can learn from it and what we should be doing differently to improve customer service and experience. This interview follows on from my recent interview – Gender and diversity imbalances will impact your ability to connect with

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Learning practical lessons on customer experience from real life examples

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This is a guest post by Angela White on behalf of ProProfs. Many companies see customer experience as a necessity when it comes to keeping their consumers happy. In doing so, not only are their customers happier, but the business itself flourishes too. A PWC worldwide study from 2018 stated that 73% of consumers believe that customer experience is an integral part of their purchasing decisions, while 43% of customers would pay more for a greater experience. Despite the obvious

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