Customer retention

March 20, 2021
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Delivering empathetic customer experiences will require us to move from fuzzy into action – Interview with Joyce Kim, Chief Marketing Officer at Genesys

Today’s interview is with Joyce Kim, the Chief Marketing Officer (CMO) for Genesys, a global leader in cloud -based customer experience and contact centre solutions that […]
March 12, 2021
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Journey analytics and orchestration is helping brands stop doing stupid stuff – Interview with Mark Smith of Kitewheel

Today’s interview is with Mark Smith, President of Kitewheel, whose platform is powering real-time customer journeys for the world’s most customer-centric brands. Mark joins me today […]
February 28, 2021
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The launch of the European Customer Experience Organization

Over the last few months in between client work, podcasting and writing I’ve also been beavering away on a project with a bunch of other folks. […]
February 7, 2021
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The power of personalised videos to drive engagement at all stages of the customer journey – Interview with Matt Barnett of Bonjoro

Today’s interview is with Matt Barnett, Papa Bear at Bonjoro, a mobile and web based application that lets you send personalised videos at every stage of […]