Simpler service or experience pays

Choice

Over the last few weeks I’ve had the pleasure of speaking at a handful of conferences and in-house workshops, where I have been talking about some of the characteristics of leading companies, particularly those that are customer experience leaders. One of the characteristics I have been talking about is Simplicity. Now, it’s common when thinking about growing your business or developing your customer base to consider offering customers greater choice and more options. However, whilst offering more choice may seem

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Three experts explain how brands can stop being creepy in the eyes of their customers

Creepy

It seems that every brand I talk to these days is doing their utmost to deliver a more personalised experience to their customers. That’s great news as it is something that research shows that customers consistently say that they want and value. However, new research from InMoment via their “2018 CX Trends Report”, finds that 75% of consumers find that most personalisation efforts are, at the very least, rated as being ‘somewhat creepy’. Moreover, the research captured comments from customers

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The role of voice in the future of customer experience – Interview with Gregg Johnson

Speech

Today’s interview is with Gregg Johnson, CEO of Invoca, a provider of call intelligence software that allows marketers to drive, track and automate inbound calls for better leads, greater marketing insight, and more customers. Gregg joins me today to talk about a recent report they have released, the impact of voice assistants on customer experience and the role of both intelligent voice assistants and the contact centre in the future of customer experience. This interview follows on from my recent

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Doing good and the Brand Citizenship continuum – Interview with Anne Bahr Thompson

Doing Good

Today’s interview is with Anne Bahr Thompson, pioneer of the Brand Citizenship movement, founder of OneSixtyFourth and author of a new book: DO GOOD: Embracing Brand Citizenship to Fuel Both Purpose and Profit. Anne joins me today to talk about brand citizenship, her research, her new book and the power of aligning purpose, profit and doing good in business. This interview follows on from my recent interview – Putting Dan Pink’s Mastery, Autonomy & Purpose into practice – Interview with Jeremiah

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How to engage potential customers with your brand

This is a guest post from Jason Grills is a technical writer associated with ProProfs Chat. Brands heavily invest in marketing and customer service.  This is because they represent the beginning and the end of a sales journey. But today, with everything the digital world has to offer, customer experience extends beyond the sales journey. Customers want to be heard, get answers to their questions, get their problems solved and feel connected to the brand. To be able to meet

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CMOs, collaboration, customer experience and the real-time data imperative – Interview with Thom Gruhler

arrows marketing strategy

Today’s interview is with Thom Gruhler, CEO & Founder of Fjuri, a marketing consultancy that is combining his CMO experience from Microsoft with world-class technology, data science, and the right analytics to help brands optimize their marketing performance and deliver more significant and consistent value from their marketing investments. Thom joins me today to talk about how advertising is no longer effective, how marketers should be using data and analytics to build better relationships with their customers, the impact of

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Brands can create a better customer experience by being purpose driven – Interview with Alicia Tillman, CMO of SAP

Purpose

Today’s interview is with Alicia Tillman, the new global Chief Marketing Officer (CMO) of SAP, the world’s largest provider of enterprise application software. Alicia joins me today to talk purpose and how brands can create a better customer experience by being a purpose driven brand. This interview follows on from my recent interview – Public Enemy and getting practical with AI in the contact centre – Interview with Mikhail Naumov – and is number 245 in the series of interviews

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Beyond digital and what many CMOs should be considering putting into their 2018 strategic plan

Baby boomer

Last year I wrote a piece called 3 Customer Groups That Are Being Overlooked In The Customer Experience Whirlwind. In it I ventured that there were a number of different groups of customers (The Rich Elders, The Private and The Quick) that weren’t getting a lot of attention. One of those groups, The Rich Elders, came into focus again for me recently in a conversation with Bruce Fielding, founder of Sterling.Agency, an agency that focuses on helping brands engage with

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Communities will become a core engine of commerce, innovation, experience, loyalty and service – Interview with Rob Tarkoff

Community

Today’s interview is with Rob Tarkoff, President and CEO of Lithium Technologies, a digital customer experience platform company. Their technology both powers some of the world’s largest online communities and helps some of the worlds largest brands with social customer care and publishing. Rob joins me today to talk about some recently published research, engagement, what it is, what it isn’t, what brands should be doing more and less of to help them engage more with their customers and the

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