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

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

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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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Most companies don’t get what it means to deliver a great customer experience

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If you stop and think about your own behavior for a minute. I’m betting that when faced with a question that you don’t know the answer to then one of the first things that you will do is ‘Google’ the answer. This is not unusual and is what many of your customers do too. When applied to questions that are related to products or services that we use or are considering buying that’s called self-service. Personally, I believe, helping customers

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A lack of executive desire and recognition is holding back customer service – Interview with Michael Redbord of Hubspot

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Today’s interview is with Michael Redbord, General Manager of the Service Hub at HubSpot, a technology company that builds sales and marketing software. Michael joins me today to talk about their new research into the state of customer service, what we can learn from it, what the future holds and what we should be focusing on if we are to deliver a great customer experience. This interview follows on from my recent interview – How using a network of experts

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Deutsche Telekom, Digital Credit Union and Telenet reveal their digital transformation secrets

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Digital transformation is not easy. Particularly when you consider that, reputedly, around 70% of all transformation programs fail to meet expectations or their objectives. That means only 30% of programs succeed. Therefore, I was excited when I was asked to moderate a panel at Pegasystems’ annual customer event, Pegaworld, in Las Vegas with 3 organizations that have delivered, and continue to deliver, successful digital transformation programs. The panel was called ‘The Insiders View on What It Takes for a Successful

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Why do we not see more people with disabilities in the hospitality or service industries?

eyes wide open

During May, I spent a week traveling around India conducting a series of workshops for the customers of one of my clients. While staying at the Novotel Aerocity in New Delhi, I noticed a couple of things that, I believed, both enhanced my experience and are worth sharing. The first was that all of the reception and bar staff had badges on their uniforms that highlighted not only their name but also their interests and passions. For example, Ansh, 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.