Most businesses would be shocked to see the experience they are inflicting on their customers – Interview with David Cancel

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Today’s interview is with David Cancel, serial entrepreneur and co-founder & CEO, Drift. He’s also the author of a new book called: Conversational Marketing: How the World’s Fastest Growing Companies Use Chatbots to Generate Leads 24/7/365 (and How You Can Too). David joins me today to talk about Drift, the book, why marketing and sales are broken, what conversational marketing and what companies should be doing differently. This interview follows on from my recent interview – What’s stopping you from

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An Emotional Connection – The Key To Customer Loyalty

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This is a guest post from Rebecca Martin, CMO at Calabrio “Given the enormous opportunity to create new value, companies should pursue emotional connections as a science—and a strategy. But for most, building these connections is more guesswork than science. At the end of the day they have little idea what really works and whether their efforts have produced the desired results.” This sentiment, which rings as true today as it did in 2015 when it was written, was recently

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Analytics isn’t something you buy, it is something that you do – Interview with Larry Skowronek of NICE

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Today’s interview is with Larry Skowronek, Vice President Product Management and Product Marketing at NICE, a worldwide leading provider of software solutions enabling organizations to improve customer experience, ensure compliance, fight financial crime, and safeguard people and assets. Larry joins me today to talk analytics and about some new technology that they have developed that can monitor interactions & provide a holistic view of the customer journey from start to finish, route inbound calls to the most appropriate representative through

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The six core elements of ROCKSTAR customer experience – Interview with James Dodkins

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Today’s interview is with James Dodkins, founder of ROCKSTAR CX, international keynote speaker, accidental #1 best selling author and host of ‘This Week In CX.’ James joins me today to talk about the work that he does, what is going wrong with many customer experience transformation programmes and the 6 core elements of really good customer experience. This interview follows on from my recent interview – What more empathy in business and artificial intelligence (AI) will look like – Interview

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A story about how a successful outcome doesn’t guarantee a positive patient experience

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The following is a story that was recounted to me by a friend, let’s call her Jasmine, about a recent visit to a local hospital. Jasmine woke up one day with a buzzing in her head and an overwhelming feeling of vertigo. After a couple of visits to her local doctor she was referred to a specialist neurologist at a local hospital. Arriving at the hospital she was directed to the neurology department waiting room, where she waited to see

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Improving the customer experience takes more than technology

This is a guest post from Kris McKenzie, Senior Vice President and General Manager for EMEA at Calabrio Driven by a desire to obtain business insights, lower costs and offer customers more choice, businesses are rushing to launch digital transformation initiatives. Significant frustration can arise, however, when companies fail to accurately assess how the technologies will impact the overall customer experience with the organisation – or when they fail to lay the operational groundwork to take full advantage of the

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How to effectively deal with unhappy clients

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This is a guest post from Jamie Costello, an aspiring business/legal writer. Regardless of the nature of your business and your excellent 5-star ratings, somewhere along the line you’re bound to encounter at least one unhappy client. However, the majority of the time it’s not what made them unhappy in the first place that matters, but it’s how you aim to resolve it that can be key. It’s understanding the best way to react that can inevitably help you to keep

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Playing the customer experience game to win – Interview with Nienke Bloem

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Today’s interview is with Nienke Bloom, customer experience speaker, advisor and co-founder of The Customer Experience Game. Nienke joins me today to talk customer experience, The Customer Experience Game, why play is so important in business and how and why we should put more play and fun into everything we do. This interview follows on from my recent interview – Going from good to great in customer experience – Interview with Rachel Haworth of Coventry Building Society – and is

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Going from good to great in customer experience – Interview with Rachel Haworth of Coventry Building Society

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Today’s interview is with Rachel Haworth, Customer Experience Director, at Coventry Building Society. Particularly for non-UK readers, a building society is a financial institution that is owned by its members as a mutual organisation. Coventry Building Society is the second largest organisation of its kind in the UK with over 1.8 million members that save or have a mortgage with them. Rachel joins me today to talk about customer experience, the approach they have taken, the successes they have had,

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