February 10, 2020 February 10, 2020We shut down the use of profanity in customer service interactions. But, in doing so are we in danger of missing something?From time to time I come across research from outside of the service and experience domain that makes me wonder whether or not the findings can […]
February 4, 2020 February 4, 2020Insights from 100 of the world’s most progressive organisations on how to make work more fun – Interview with Pim de Morree of Corporate RebelsToday’s interview is with Pim de Morree, co-founder at Corporate Rebels, who are on a mission to make work more fun. Pim joins me today to […]
January 31, 2020 January 31, 20202020: The year of the customerThis is a guest post by Janelle Estes, Chief Insights Officer at UserTesting. Why putting customer experience to the forefront of strategic decision-making will be essential […]
January 10, 2020 January 10, 20207 Customer-experience-related predictions for 2020At this time of year, we usually see a slew of trend prediction pieces. As a rule, I don’t like them and don’t like writing them. […]