Latest articles

February 21, 2020
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Forrester says that 25% of customer experience professionals will lose their jobs in 2020. Here’s how to keep yours.

Many customer experience (CX) initiatives and projects are currently failing to meet the expectations of both customers and businesses. That’s not news. What is new, however, […]
February 18, 2020
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If you don’t ignore your customers and create a service culture then you won’t have to worry about the competition – Interview with Micah Solomon

Today’s interview is with Micah Solomon, a best-selling author, hands-on customer service consultant, keynote speaker, trainer, and one of the world’s leading experts on customer service, […]
February 10, 2020
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We 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
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Insights from 100 of the world’s most progressive organisations on how to make work more fun – Interview with Pim de Morree of Corporate Rebels

Today’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 […]