The implosion of trust and what to do about it

For the last 17 years, Edelman, a global communications marketing firm, has published it’s Trust Barometer, an annual survey of more than 33,000 respondents from around the world that investigates the state of trust and credibility that exists between individuals and different types of organisations (government, media, business and NGOs). Earlier this month they published […]

Most organisations are ignoring the behavioural element of customer experience – Interview with Morris Pentel

Today’s interview is with Morris Pentel, who is the Chairman & Founder of the Customer Experience Foundation, a leading organisation in Customer Experience Science. Morris joins me today to talk about Customer Experience Science, Behaviour As Technology and his view on the biggest and current challenges for organisations trying to design and deliver a great […]

What does customer engagement really mean?

We’re now firmly in the last quarter of the year and many firms will be busy thinking about strategy and budgets for next year. Amongst all of the planning and strategy making, how to improve customer service, customer engagement and customer experience are likely to be playing a large part in many of the discussions. […]

The need to (re)consider the technology and human balance in customer experience

We’re currently at that time of year where many firms, large and small, are starting to make plans and set budgets for what they are going to do over the course of 2017. As such, we are in the midst of conference season and many firms are looking for ideas and inspiration on how they […]

Over 50% of a customer’s experience is driven by how they feel – Interview with Colin Shaw

Today’s interview is with Colin Shaw, Founder and CEO of Beyond Philosophy™, a global customer experience consultancy. Colin joins me today to talk about his new book (The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level – co-authored with Ryan Hamilton, a Professor of Marketing at Emory University in Atlanta, […]

Imagine if everybody in a business served customers or fielded customer enquiries

Last year OneReach, a cloud software provider of voice and text solutions, asked 63 customer service experts their opinion on the #1 way to improve customer service. After compiling all of the experts’ opinions, the top two ways to improve customer service were considered to be: Focus on employee experience; and Walk in the customer’s […]

Using analytics, decisioning and robotics to improve the employee and customer experience – Interview with Kerim Akgonul of Pega

Today’s interview is with Kerim Akgonul who is Senior Vice President of Products at Pega and is responsible for the company’s suite of Customer Relationship Management (CRM) applications. I had a chat with Kerim at their annual customer event: Pegaworld 2016to find out more about what they are up to, what makes them different and […]

How TV helped create an engaging and effective millenial shopping experience – Interview with Anthony Soohoo of Dot & Bo

Today’s interview is with Anthony Soohoo, Co-Founder & CEO of Dot & Bo, a curated and thematic home design and furniture shopping experience that is particularly targeted at millennials. Anthony joins me today to talk about what customer service means to Dot & Bo, why millennials, what they have learned from their experience and what […]

Proactive customer service drives retention, advocacy and growth – Interview with Monica Higgins of eSalon

Today’s interview is with Monica Higgins, eSalon‘s Director of Customer Service. eSalon is an award wining and rapidly growing company that provides salon quality, at-home hair color at affordable prices all online. Monica joins me today to talk customer service, what being proactive means for them and how they are providing salon level service and […]