Leadership

October 27, 2020
9049705500 f2e50d68dc o

Financial imperative: the 4 CX trends banks must follow in 2020 and beyond

This is a guest post by Janelle Estes, Chief Insights Officer at UserTesting.  In recent years, financial services companies have become increasingly aware of the emotional […]
October 16, 2020
proactive

Proactive support is the holy grail of customer support – Interview with Paul Adams of Intercom

Today’s interview is with Paul Adams who is the SVP of Product at Intercom, which helps brands build their customer relationships through conversational, messenger-based experiences across […]
October 8, 2020
heart 4682756 1920

The difference and relationship between emotion, empathy and emotional intelligence in customer experience – Interview with Sandra Thompson

Today’s interview is with Sandra Thompson, a published consultant, lecturer, course leader and trainer in the field of customer experience, emotional intelligence and, more recently, remote […]
September 29, 2020
welcome 905562 1280

Language is the most basic form of personalisation and it plays a huge role in a customer’s experience – Interview with Allison McDougall of Amplexor

Today’s interview is with Allison McDougall who is the SVP of Global Revenue at Amplexor, a leading digital solution provider offering global compliance, digital experience and […]