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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Building your positivity muscle and the impact it can have on customer experience – Interview with Matt Prowse of IAG

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Today’s interview is with Matt Prowse, Customer Enablement Director at Insurance Australia Group (IAG). Matt joins me today to talk positivity, why we should add a little more of it into our own organisations, what they have done to with their ‘With Thanks’ programme amongst other initiatives, how they got senior executives talking to customers and the impact all of this has had on IAG. This interview follows on from my recent interview – Playing the customer experience game to

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

competition win

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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Not dealing with failure demand is hurting your customer experience

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In my 2016 How To Wow book I quoted research by Sabio and the Customer Contact Association, released in 2012, that found that between 25% and 40% of all calls to UK contact centers are either unnecessary or avoidable. According to that research, the most common causes of those calls included: customers chasing information about deliveries or updates on what was due to happen next in the purchase cycle; customers calling to clarify issues regarding pricing or terms and conditions;

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Where to start when thinking about being brilliant at the basics

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Just short of a year ago I wrote a piece called: When it comes to customer experience in 2018, can we make boring the new cool? The piece advocated for brands to “consider throttling back on our obsession with what’s next, what’s new and what’s hot and start to focus more on the present.” As a result, that would lead to brands focusing on “being brilliant at the basics and delivering better and more consistent outcomes for customers and employees.”

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Getting the human and tech balance right in customer experience – Interview with Julia Ahlfeldt

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Today’s interview is something different. Last week I was in Pretoria, South Africa, where I was speaking at the Customer Experience Innovation and Tech Fest conference. On the back on my keynote, Julia Ahlfeldt, one of my fellow speakers, asked if she could interview me for her podcast, Decoding the Customer, which explores business trends and innovation in the field of customer-centricity. I said that I’d be delighted to have a chat and thought I’d record it too and release

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Not dealing with failure demand is hurting your customer experience

mistake

In my 2016 How To Wow book I quoted research by Sabio and the Customer Contact Association, released in 2012, that found that between 25% and 40% of all calls to UK contact centers are either unnecessary or avoidable. According to that research, the most common causes of those calls included: customers chasing information about deliveries or updates on what was due to happen next in the purchase cycle; customers calling to clarify issues regarding pricing or terms and conditions;

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Loyalty is dead, long live loyalty!

Greyfriars Bobby & Loyalty

In a November 2017 interview with Mad Money’s Jim Cramer, Salesforce.com CEO Marc Benioff declared that “Loyalty is dead.” At the time, that comment caused a lot of kerfuffle and was used by many in the retail industry to validate their own claims that loyalty was dead. However, if you listen to the interview, when Benioff says that loyalty is dead he is referring to the idea of loyalty as a program. He suggests that loyalty is changing and is

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Is ‘Powered By Humans’ becoming a thing?

T-Mobile CEO John Legere addresses the audience at T-Mobile’s Un-carrier NEXT event at the T-Mobile Charleston Customer Experience Center on Wednesday, August 15, 2018

Rohit Bhargava has been publishing his annual Non-Obvious Trend Report since 2011. Rather than trying to compete with the normal avalanche of predictions that emerge at the end of every year, Rohit has developed a method where he and his team uncover and share a series of unexpected insights accompanied by explanations about how they may affect businesses in the year to come. In the 2018 version of the report that came out in January, there was one trend that

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