Is social media the next frontier for improving customer experience?

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In early May, Sprout Social released their 2019 Index which looks at the state of, use, challenges and relevance of social media. The main findings of the report were that: Marketers struggle to create social strategies to support overall business goals. Marketers need to dig deeper to understand their audience. Consumers want to be engaged and entertained before they buy. Facebook continues to dominate the social landscape. Brands are only scratching the surface of what social can do. Given that

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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

Rob Walker on stage at Pegaworld

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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Emotional triggers for a more impactful customer experience

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This is a guest post by Ralph Wunsch who is working as a web publishing consultant for Writebrain, a blog analytics tool.  It is often said that a way to someone’s heart is through their stomach. While this old proverb may seem specific to cooking, it’s actually a metaphor for giving someone a pleasant experience that warms their heart. In this case, working your way to someone’s “stomach” is a good advice, especially to those whose job is to create

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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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How many exposure hours have you had with your customers over the last few months? – Interview with Andy MacMillan of UserTesting

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Today’s interview is with Andy MacMillan is CEO of UserTesting and joins me today to talk about their new research report: The Rise of the Experience Economy – The 2019 CX Industry Report, the work that they do, what the best brands do to understand their clients and what leaders and professionals in the CX space should be doing more of. This interview follows on from my recent interview – Everyone in an organisation should be a loyalty leader –

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Only 20 percent of support teams provide self service and other customer experience trends – Interview with Jeff Titterton

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Today’s interview is with Jeff Titterton, CMO of Zendesk. Jeff joins me today to talk about the new Zendesk Customer Experience Trends Report 2019, the main findings of the report, what’s driving the widening gap between what customers expect and what companies can deliver and what can companies do to close the gap. This interview follows on from my recent interview – Most businesses would be shocked to see the experience they are inflicting on their customers – Interview with

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Most businesses would be shocked to see the experience they are inflicting on their customers – Interview with David Cancel

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Today’s interview is with David Cancel, serial entrepreneur and co-founder & CEO, Drift. He’s also the author of a new book called: Conversational Marketing: How the World’s Fastest Growing Companies Use Chatbots to Generate Leads 24/7/365 (and How You Can Too). David joins me today to talk about Drift, the book, why marketing and sales are broken, what conversational marketing and what companies should be doing differently. This interview follows on from my recent interview – What’s stopping you from

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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.