Customer experience

March 20, 2023
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We can’t be digital-first, we have to be customer-first – Interview with Sue Duris of M4 Comms

Today’s interview is with Sue Duris, Principal Consultant of M4 Communications, a global CX consulting firm. Sue joins me today to talk about customer understanding, internal […]
March 10, 2023
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Tool time, task time and how ChatGPT will change everything in customer support – Interview with Des Traynor of Intercom

Today’s interview is with Des Traynor, Chief Strategy Officer and Co-founder at Intercom. Des joins me today to talk about some research they recently conducted around […]
March 6, 2023
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Dialpad is betting that TrueCaaS is the future of customer service. They might be right.

Over the last few years, despite the investment in self-service tools and technology to help drive proactive, predictive and pre-emptive service, live, and asynchronous, customer support […]
March 1, 2023
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Let your people be the humans they’ve spent all their life training to be – Interview with John Sills of The Foundation

Today’s interview is with John Sills, Managing Partner at the customer-led growth company, The Foundation. John joins me today to talk about his new book (The […]