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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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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Is social media the next frontier for improving customer experience?

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In early May, Sprout Social released their 2019 Index which looks at the state of, use, challenges and relevance of social media. The main findings of the report were that: Marketers struggle to create social strategies to support overall business goals. Marketers need to dig deeper to understand their audience. Consumers want to be engaged and entertained before they buy. Facebook continues to dominate the social landscape. Brands are only scratching the surface of what social can do. Given that

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Becoming more empathetic can be hard. Pega’s new AI-powered Customer Empathy Advisor aims to help – Interview with Rob Walker of Pega

Rob Walker on stage at Pegaworld

Today’s interview is with Dr. Rob F. Walker, Vice President Decision Management and Analytics at Pega. I caught up with Rob at Pega’s recent customer event, Pegaworld, in Las Vegas and we grabbed a few minutes to talk about his keynote presentation, Pega’s upcoming Customer Empathy Advisor, what empathy is and the value of being more empathetic in customer experience. This interview follows on from my recent interview – The good, the bad and the ugly of customer service –

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Emotional triggers for a more impactful customer experience

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This is a guest post by Ralph Wunsch who is working as a web publishing consultant for Writebrain, a blog analytics tool.  It is often said that a way to someone’s heart is through their stomach. While this old proverb may seem specific to cooking, it’s actually a metaphor for giving someone a pleasant experience that warms their heart. In this case, working your way to someone’s “stomach” is a good advice, especially to those whose job is to create

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A customer experience lesson learned from supporting a team at the lower end of the Premier League

BHAFC The Amex Stadium

I’m a fan of Brighton & Hove Albion Football Club and we have just finished playing our second season in the English Premier League (EPL), one of the most competitive football (soccer) leagues in the world. This season started pretty well and, at the end of December, we were in a good position to comfortably secure another season in the Premier League. However, in the second half of the season, we experienced a slump in form and saw ourselves edge

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What would a punk rock version of CX look and feel like?

Punk CX cover

Back in December 2017 I was sat with a friend of mine, Oisin Lunny, in the Basketmakers pub in Brighton. After 2-3 pints of Guinness, I started on a bit of a rant about the state of customer experience (CX) and what we needed was for someone to do something more ‘punk’ if they really wanted to stand out and lead their fields. That idea sat with me for a good six months. However, in the summer of 2018, the

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Oh, there’s now a new book out of the same name. It’s mine too. Again, you might not like it. It’s like a very visual punch in the face for the CX industry.

Punk CX cover

Check it out here.