Glassbox’s instant replay technology helps customer service agents relive customer problems

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I’m sure many of you have had the experience of trying to help a friend or family member solve a technology problem over the phone. I know I certainly have, particularly when it comes to helping my father solve a problem that’s he’s been having with his computer at home. My experience is complicated by the fact that my dad has a PC, he’s not the most tech-savvy individual, and for the last few years, I have mainly been a

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

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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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Agatha, NLU and turning customer support agents into geniuses – Interview with Deon Nicholas of Forethought.ai

Today’s interview is with Deon Nicholas, Founder of Forethought, an AI company and 2018 TechCrunch Disrupt Battlefield participant, that has a vision to enable anyone to be a genius at their job. In practical terms, they do this indexing and surfacing content that matters the most in the context of their work. Deon joins me today to talk about the difference between NLP and NLU, winning last year’s TechCrunch Disrupt Battlefield and how Agatha aims to make it easy to

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How objectivity about new technology is key to delivering a leading customer experience

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At the beginning of May NICE inContact released its second annual, global research study that investigated the changing attitudes of contact center leaders and customers regarding customer experience. The report called the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark, surveyed more than 900 contact center decision makers in the US, UK, and Australia. Like many other studies that have gone before it, the NICE inContact study highlighted the existence of a perception gap between how businesses think they are doing

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How using a network of experts can dramatically improve customer service automation – Interview with Antony Brydon of Directly

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Today’s interview is with Antony Brydon who is the CEO and co-founder of Directly, a leader in customer support automation that works with enterprise companies to launch and train virtual agents that double their automation rate. Antony joins me today to talk about asynchronous messaging, conversational interfaces, AI and expert networks. This interview follows on from my recent interview – How your procurement team is impacting both your employee and customer experience – Interview with Todd Olson of Pendo –

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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

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

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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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Behavioural economics, alchemy, customer experience and the power of ideas that don’t make sense – Interview with Rory Sutherland

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Today’s interview is with Rory Sutherland, Vice Chairman of Ogilvy in the UK and author of a new book: Alchemy: The Surprising Power of Ideas That Don’t Make Sense. Rory joins me today to talk about his new book, behavioural economics and what we can all do to uncover stand out ideas that don’t make sense. Note: This interview is longer than many of the usual interviews that I conduct but dive in and enjoy it as it is packed

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New tech at work and improving the employee experience – How to get it right – Interview with Carrie Duarte

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Today’s interview is with Carrie Duarte, Partner at PwC, Workforce of the Future Leader and Director on PwC’s U.S. Board. Carrie joins me today to talk about PwC’s new Tech at work and employee experience research report, the main findings, what they mean and what leaders should be doing about them. This interview follows on from my recent interview – Only 20 percent of support teams provide self service and other customer experience trends – Interview with Jeff Titterton –

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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.