In the run up to May 25 this year many people, including me, were inundated with emails from companies asking them to opt in to their email marketing lists or informing them of their new data, security and privacy policies. This was all due to the fact that the long talked about General Data Protection Regulation (GDPR) framework came into force in Europe. After the dust started to settle and my inbox had started to return to normal, I began …
Category: Customer service
Today’s interview is with Pat Lynch, VP of Enablement Excellence and Innovation at MindTickle, one of the industry’s most comprehensive readiness and learning solutions for closing the knowledge and skill gaps found in customer-facing teams. Pat joins me today to talk about learning versus training, the frustrations of Chief Learning Officers, what’s missing from the modern corporate learning environment, what is needed to get the most out of the Millennial and Gen-Z workforce and what MindTickle are doing about it. …
This is a guest post by Matt Phillips, VP, Sales & Systems, Diebold Nixdorf UK/I. We are in the age of ‘now’, with customer demands shaping the competitor landscape, as well as entire business systems. This has never been more true than in the world of financial services – where net promoter scores stand for everything, where technology is advancing customer interactions at a rapid pace, and where physical touch points (especially those on the high street) are under increasing …
As more and more parts of the customer journey are digitized and automated, the role of front-line customer service staff is evolving. Through the use of clever technology they are seeing much of the mundane and repetitive parts of their jobs eliminated. This is allowing them to spend extra time on solving more complex customer issues as well as developing deeper emotional connections with customers. Given the changing nature of front-line customer service roles many companies are starting to question …
Today’s interview is with Alex Genov, Head of Customer Research for Zappos.com. I spoke to Alex when I was in Las Vegas in June and talked to him about Zappos, personalization, what many folks are getting wrong, what Zappos has learnt with their personalization efforts and where they are headed. This interview follows on from my recent interview – Customer engagement, AI and GDPR Article 22 – Interview with Jeff Nicholson of Pega – and is number 273 in the …
This is a guest post by Swati Kungwani, who is the business analyst and content manager for iTouchVision. Supporting the ‘Support’ Staff Deliver Better Experiences! The customer service industry has always been a hot potato. With newer technologies and changing trends, there is a huge pressure on the customer service agents to be on their toes. Talking about customer service, contact centre holds a primary position. The contact centre agents are the frontline employees dealing with the customers. They are the …
Today’s interview is with Jeff Nicholson, Vice President, CRM Product Marketing at Pegasystems, a leading provider of software for customer engagement and operational excellence. I spoke to Jeff at Pegaworld, Pegasystems’ customer event in Las Vegas in early June, where we talked about GDPR, what it means, its impact and reach and what firms should be doing and keeping in mind in this new GDPR era. This is the third of three interviews that I conducted at Pegaworld. This interview …
I was lucky enough recently to spend time chatting to Bernadette Jiwa about her new book: Story Driven. The premise of the book is that every great business or great career has a backstory, a journey to now, which both compels and helps them to deliver the work that they do. Now, the book is packed full of stories. But, there was one that stood out for me and is particularly relevant when it comes to improving service and experience. …
Today’s interview is with Pauline Wilson, who is VP of Operations at Virgin Holidays. Pauline joins me today to talk about going undercover, better understanding their customers, their customer journey mapping initiative and the improvements that have sprung from that. This interview follows on from my recent interview – Relevance, personalization and what many firms are missing when it comes to GDPR – Interview with Rob Walker of Pega – and is number 271 in the series of interviews with …