The internal perception gap that is holding back your employee experience

Recently, I wrote about the perception gap that exists between how businesses think they are doing, regarding the delivery of great customer experience, and how customers perceive the performance of brands. However, this is not the only perception gap that exists and hinders the performance of organizations in their pursuit of delivering better customer experience. According to PwC’s recent Tech At Work and employee experience research report, a gap also exists between how leaders perceive the effectiveness of their technology

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

Objectivity

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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You can’t transform something you don’t understand – Interview with Annette Franz

Today’s interview is with Annette Franz, founder and CEO of CX Journey Inc, and an internationally recognized customer experience thought leader. Annette joins me today to talk about her new book: Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), what it’s about, what we can learn from it and her views on the current state of customer experience. This interview follows on from my recent interview – Audio is an

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Taziki’s is closing the disability employment gap and enriching their customer and employee experience at the same time – Interview with Dan Simpson

Taziki's_Mediterranean_Café,_Suwanee_GA,_Oct_2017

Today’s interview is with Dan Simpson, CEO of Taziki’s Mediterranean Café, which is a fast casual chain of franchised restaurants based in Birmingham, Alabama that purveys Greek and Mediterranean cuisine such as gyros, sandwiches, soups, and salads. Dan joins me today to talk about Tazikis and eudaimonia, what it is, how they bring it to life, bringing hope and joy to others and what companies should be doing differently to improve their customer experience. This interview follows on from my

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The Commonwealth of Self Interest and customer engagement – Interview with Paul Greenberg

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Today’s interview is with Paul Greenberg, best-selling author and founder & Managing Principal of The 56 Group, LLC, an advisory firm, focused on customer-facing strategic services. He is often called the “Godfather of CRM” and joins us today to talk about his new book: The Commonwealth of Self Interest: Business Success Through Customer Engagement, what engagement really is, the challenge and what we should be doing to improve how we serve our customers. This interview follows on from my recent

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Punk CX says ‘Great at a few or average at a lot’

Evidently John Cooper Clarke

I believe that the customer experience (CX) space is becoming like prog rock in the 1970s……. overly technical, too elaborate and complicated, inwardly focused, a little exclusive and in danger of disappearing up it’s own a***. Punk rock exploded out of the back of prog rock in 1970s with it’s democratic, DIY, back to basics and all heart and energy approach that inspired both a cultural and musical movement and a mindset. It dared to be different and was OK

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

Perception

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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Real competitive advantage in customer experience comes from understanding customers and what drives them away – Interview with David Avrin

Leaving

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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Gender and diversity imbalances will impact your ability to connect with and serve your customers – Interview with Adriana Gascoigne of Girls In Tech

human

Today’s interview is with Adriana Gascoigne, founder and CEO of Girls in Tech, a San Francisco-based non-profit organization devoted to empowering, educating and engaging women in the tech industry across 43 chapters in 32 countries. Adriana joins me today to talk about Girls In Tech, her new book: Tech Boss Lady: How to Start-Up, Disrupt, and Thrive as a Female Founder and the impact that gender and diversity imbalances have on an organisation’s ability to best serve its customers. Here’s

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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

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