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

20 percent

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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9 Trends shaping the future of marketing and CX in 2019 – Interview with Jeremy Korst

Nine

Today’s interview is with Jeremy Korst, President of GBH Insights, a leading marketing strategy, consumer behavior and analytics consultancy. Jeremy joins me today to talk about 9 trends shaping the future of marketing and CX in 2019, what we need to know and what we should be doing about them. This interview follows on from my recent interview – What The Great Escape can teach us about Future Fit leadership – Interview with Mike Perk – and is number 289

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The challenge at the heart of marketing: An interview with Seth Godin

crossroads

Recently, I had the privilege of interviewing Seth Godin about his new book: This Is Marketing: You Can’t Be Seen Until You Learn to See, which in the short time since it’s release in mid-November has already become a New York Times and Wall Street Journal bestseller. For those that are not familiar with Seth’s work, he is the author of 18, now 19, best-selling books that have changed the way people think about both marketing and work and have

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The 73 year old lady and an unexpected customer service lesson

World of Warcraft

Recently I had the pleasure of speaking to James Dodkins on his Rockstar CX podcast. As a precursor to the show, James asked me to collect 3 different articles in the week approaching the interview that I had noticed and that had interested me. So, in the run up to our chat, I did just that and after a bit of a net trawl I uncovered three pieces. One of the articles I found was entitled Customer service specialist calls

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Are you willing to delight the specific? – Interview with Seth Godin about his new book: This Is Marketing

connect

Today’s interview is with Seth Godin, best selling author, teacher and sometime entrepreneur. Seth joins us today to talk about his new book: This Is Marketing: You Can’t Be Seen Until You Learn to See and we discuss the book’s main thesis, the challenge for marketers, what we need to learn, why it might be hard, why it matters and how we start to apply all of this in our businesses and our work. This interview follows on from my

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Are you doing personalization wrong?

Less is more

Personalization is becoming an increasingly important element in the pursuit of a differentiated customer experience. It has also come a long way, in recent years, according to Evergage CMO Andy Zimmerman who says that personalization has evolved from “delivering one-to-many experiences, aimed at broad groups of people – to being truly effective at the individual, one-to-one level.” This is backed by recent research by Evergage that found that 98% of marketers agree that personalization positively impacts customer relationships with the

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25 behavioural biases and how they influence the choices our customers make – Interview with Richard Shotton

Choice

Today’s interview is with Richard Shotton who is the Head of Behavioural Science at Manning Gottlieb OMD and author of the book: The Choice Factory: 25 behavioural biases that influence what we buy. Richard joins me today to talk about his book, a few of the behavioural biases in the book, why we should pay attention to them and how we can utilise them in our businesses. This interview follows on from my recent interview – Creating a learning environment

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Tips on using your customer’s voice to create content that converts

This is a guest post by Brooklin Nash who writes about the latest tools and small business trends for TrustRadius. Versed in online platforms and social media, customers are getting savvier and more resourceful. They are looking for authenticity in vendors and versatility in their products. Direct mail and PPC still have a place in online marketing, but vendors will have to get to know their customers in order to stay on top of the content marketing game. Why is

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