Blog Posts

Customer service has an ROI too – but it’s not always easy to deliver

Service

This is a guest post by Matt Phillips, VP, Sales & Systems, Diebold Nixdorf UK/I. We are in the age of ‘now’, with customer demands shaping the competitor landscape, as well as entire business systems. This has never been more true than in the world of financial services – where net promoter scores stand for everything, where technology is advancing customer interactions at a rapid pace, and where physical touch points (especially those on the high street) are under increasing

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Applying design thinking to culture change and employee experience – Interview with Karen Jaw-Madson

DOWE Process

Today’s interview is with Karen Jaw-Madson, Principal of Co.-Design of Work Experience and author of a new book: Culture Your Culture: Innovating Experiences @Work. Karen joins me today to talk about the book, applying design thinking to the culture change process, the DOWE framework and what leaders and organisations should be doing to create a more innovative culture at work. This interview follows on from my recent interview – Delivering a personalized customer experience the Zappos Way – Interview with

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How to go from 800 to 5000 employees in 3 years and still deliver beautiful customer experiences

Voxpro

As more and more parts of the customer journey are digitized and automated, the role of front-line customer service staff is evolving. Through the use of clever technology they are seeing much of the mundane and repetitive parts of their jobs eliminated. This is allowing them to spend extra time on solving more complex customer issues as well as developing deeper emotional connections with customers. Given the changing nature of front-line customer service roles many companies are starting to question

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Delivering a personalized customer experience the Zappos Way – Interview with Alex Genov of Zappos

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Today’s interview is with Alex Genov, Head of Customer Research for Zappos.com. I spoke to Alex when I was in Las Vegas in June and talked to him about Zappos, personalization, what many folks are getting wrong, what Zappos has learnt with their personalization efforts and where they are headed. This interview follows on from my recent interview – Customer engagement, AI and GDPR Article 22 – Interview with Jeff Nicholson of Pega – and is number 273 in the

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Top challenges of working in a contact centre

This is a guest post by Swati Kungwani, who is the business analyst and content manager for iTouchVision. Supporting the ‘Support’ Staff Deliver Better Experiences! The customer service industry has always been a hot potato. With newer technologies and changing trends, there is a huge pressure on the customer service agents to be on their toes. Talking about customer service, contact centre holds a primary position. The contact centre agents are the frontline employees dealing with the customers. They are the

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Customer engagement, AI and GDPR Article 22 – Interview with Jeff Nicholson of Pega

GDPR

Today’s interview is with Jeff Nicholson, Vice President, CRM Product Marketing at Pegasystems, a leading provider of software for customer engagement and operational excellence. I spoke to Jeff at Pegaworld, Pegasystems’ customer event in Las Vegas in early June, where we talked about GDPR, what it means, its impact and reach and what firms should be doing and keeping in mind in this new GDPR era. This is the third of three interviews that I conducted at Pegaworld. This interview

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Moyez’s chair and what we can learn from his story about improving client and patient experience

Chair

I was lucky enough recently to spend time chatting to Bernadette Jiwa about her new book: Story Driven. The premise of the book is that every great business or great career has a backstory, a journey to now, which both compels and helps them to deliver the work that they do. Now, the book is packed full of stories. But, there was one that stood out for me and is particularly relevant when it comes to improving service and experience.

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The finish is just as important as the start of any experience – Interview with Pauline Wilson of Virgin Holidays

barbados

Today’s interview is with Pauline Wilson, who is VP of Operations at Virgin Holidays. Pauline joins me today to talk about going undercover, better understanding their customers, their customer journey mapping initiative and the improvements that have sprung from that. This interview follows on from my recent interview – Relevance, personalization and what many firms are missing when it comes to GDPR – Interview with Rob Walker of Pega – and is number 271 in the series of interviews with

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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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