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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Agatha, NLU and turning customer support agents into geniuses – Interview with Deon Nicholas of Forethought.ai

Today’s interview is with Deon Nicholas, Founder of Forethought, an AI company and 2018 TechCrunch Disrupt Battlefield participant, that has a vision to enable anyone to be a genius at their job. In practical terms, they do this indexing and surfacing content that matters the most in the context of their work. Deon joins me today to talk about the difference between NLP and NLU, winning last year’s TechCrunch Disrupt Battlefield and how Agatha aims to make it easy to

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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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How a smart IVR can improve agent efficiency

This is a guest post from Nogol Tardugno, Director of Customer Success at Plum Voice. We’ve heard a lot recently about the latest customer service channels like web and mobile – but is that focus leading us contact center professionals away from some of our market? After all, the research continues to reinforce the importance of the phone channel: Microsoft’s 2018 Global State of Customer Service Report found that 39 percent of customers globally, and 44 percent in the U.S.,

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Five ways to improve your in-house customer service team

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This is a guest post from Sam Makad. Customer service forms an integral part of any organization. Especially when it comes to customer engagement and retention, the heavy burden of developing connections and satisfying curious or ruffled customers lies on the shoulders of your customer service team. The Importance of Good Customer Service for Retaining Customers By providing top-notch service to your customers, you can boost your retention rate significantly with a direct impact on your company’s bottom line. According

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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

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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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Care to rate us? Using feedback to improve customer experience

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This is a guest post from Rachel Stones of BuiltforTeams.com Feedback can come in a variety of ways: via product or service reviews, follow up emails and through your chat conversations. Or it can come through more thorough channels such as focus groups or interviews with frequent clients. Whatever way you receive or solicit feedback, what do you do with it? Does the complaint over shipping time get pushed to the side? Or does the feedback over packaging get ignored?

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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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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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