Existing customers

January 27, 2020
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A lot of organisations talk outside in but their systems are not designed outside in – Interview with John Seddon of The Vanguard Method

Today’s interview is with John Seddon, an occupational psychologist, author and Managing Director of Vanguard, a consultancy company he formed in 1985 and the inventor of […]
January 24, 2020
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Customer experience has a senior leadership problem. New research shows how to fix it

In a recent conversation with Jeanne Bliss, a fellow observer, author and advisor on how businesses grow through customer focus and experience, we mused that among […]
January 20, 2020
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The Non-Obvious Megatrends that will affect our ability to deliver a stand out customer experience in the coming years – Interview with Rohit Bhargava

Today’s interview is with Rohit Bhargava, a trend curator, founder of the Non-Obvious Company, and the author of six best selling business books including the Wall […]
January 17, 2020
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7 Best practices for designing a customer survey

This is a guest post by Yaryna Myrka, Content Marketing Assistant and Author at Rioks. When it comes to launching a new product or leveraging the […]
January 13, 2020
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2019 was the year of hype and snake oil when it came to chatbots. 2020 will be a year of pragmatism and real results – Interview with Abinash Tripathy of Helpshift

Today’s interview is with Abinash Tripathy, Founder and Chief Strategy Officer of Helpshift, which provides an AI-powered conversational platform that companies use to resolve service issues […]
January 10, 2020
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7 Customer-experience-related predictions for 2020

At 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. […]
January 7, 2020
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Fanocracy and building a true human connection – Interview with David Meerman Scott

Today’s interview is with David Meerman Scott, an internationally acclaimed business strategist, author, entrepreneur, advisor to emerging companies, and public speaker. David joins me today to […]
January 3, 2020
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Perspective and what’s important

As we embark on the journey that is 2020, I wanted to start my blogging year with a story that was told to me a number […]
December 23, 2019
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The winner of the 2019 CX Leader of the Year – Interview with Sandra De Zoysa, Chief Customer Officer of Dialog Axiata

Today’s interview is with Sandra De Zoysa who is the Group Chief Customer Officer of Dialog and the Chairperson of the Digital Customer Experience Expert Working […]
December 20, 2019

A very special and very limited edition of Punk CX

I’m not sure if I told you or not but the original concept for the Punk CX book was going to be a 7’ x 7’ […]
December 12, 2019

The state of workplace happiness and why it matters – Interview with Lord Mark Price of Engaging Works

Today’s interview is with Lord Mark Price, who is the founder of engaging.works, an author, speaker, Chair of the Fairtrade organisation, Member of the House of […]
December 7, 2019

Oh my words! I’ve been blogging now for just over 10 years

I’m proud to say that I have now been blogging on this site for just over ten years. The first post went live in late 2009 […]
December 3, 2019

Pathfinder customers and employees are demanding more of senior leaders – Interview with Katherine LaVelle of Accenture

Today’s interview is with Katherine LaVelle, Managing Director and North America Lead for Talent & Organization at Accenture Strategy. Katherine joins me today to talk about […]
November 29, 2019
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Has Amazon been trying to charm socially conscious shoppers in the U.K. in advance of Christmas?

Over the last couple of months, Amazon has been running TV advertisements promoting the fact that the public can book a tour at one of eight […]
November 25, 2019

The secrets behind Airbnb’s customer experience – Interview with Joseph Michelli

Today’s interview is with Joseph A. Michelli, a best-selling author, internationally sought-after speaker and organizational consultant. Joseph joins me today to talk about his new book: […]
November 20, 2019

Are your surveys aligned to your customer’s journey?

Recently I took a flight from London to the U.S. for work. Before getting to the airport, I made sure I had checked in online and […]
November 15, 2019

Research insights into gathering effective feedback, the use of different metrics and generational differences around channel choice – Interview with Steve Morrell of Contact Babel

Today’s interview is with Steve Morrell who is the Managing Director of ContactBabel, a provider of high-quality research and analysis to the UK & US contact […]
November 13, 2019

As businesses scale they can lose touch with their customers, here’s what HubSpot is doing to prevent that happening

It’s a common occurrence that as companies scale one of the biggest challenges that they face is staying close to their customers. HubSpot, a provider of […]
November 9, 2019
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Our people first, customers second approach drives our growth – Interview with Tom van der Lubbe of Viisi

Today’s interview is with Tom van der Lubbe, the Co-Founder of Viisi NV, a Dutch financial services company that offers customized mortgage advice and solutions. Tom […]
November 4, 2019

Glassbox’s instant replay technology helps customer service agents relive customer problems

I’m sure many of you have had the experience of trying to help a friend or family member solve a technology problem over the phone. I […]
November 30, 2009

Drive business growth by getting closer to your existing customers

Adrian is currently away on a holiday adventure so we thought you’d enjoy a dip into the archives to re-visit some posts that you have not […]
December 22, 2009

Why can’t it be Christmas all year round?

I was thinking about a quote I found the other day from Winston Churchill which I sent to a friend on Twitter and it subsequently got […]
December 22, 2009

Why can't it be Christmas all year round?

I was thinking about a quote I found the other day from Winston Churchill which I sent to a friend on Twitter and it subsequently got […]
January 7, 2010

50 Things Your Customers Wish You Knew by Sonia Simone (@soniasimone)

Fantastic list of customer insights by Sonia Simone, a leading blogger (also on Twitter @soniasimone). Check out the following link: 50 Things Your Customers Wish You […]