December 10, 2018 December 10, 2018Not dealing with failure demand is hurting your customer experienceIn my 2016 How To Wow book I quoted research by Sabio and the Customer Contact Association, released in 2012, that found that between 25% and […]
December 4, 2018 December 4, 2018Where to start when thinking about being brilliant at the basicsJust short of a year ago I wrote a piece called: When it comes to customer experience in 2018, can we make boring the new cool? […]
November 21, 2018 November 21, 2018Getting the human and tech balance right in customer experience – Interview with Julia AhlfeldtToday’s interview is something different. Last week I was in Pretoria, South Africa, where I was speaking at the Customer Experience Innovation and Tech Fest conference. […]
November 19, 2018 November 19, 2018Not dealing with failure demand is hurting your customer experienceIn my 2016 How To Wow book I quoted research by Sabio and the Customer Contact Association, released in 2012, that found that between 25% and […]