Latest articles

January 25, 2021
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CX and Compliance – striking the perfect balance with IVR and Agent Assisted Payments

This is a guest post by Rob Crutchington, a Director of Encoded. Security has never been more important for customers when paying online or via a […]
January 21, 2021
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Where the magic happens when it comes to improving customer outcomes – Interview with Stacy Sherman

Today’s interview is with Stacy Sherman, Head of Customer Experience (CX) & Employee Engagement at Schindler Elevator Corporation and Founder of DoingCXRight. Stacy joins me today […]
January 16, 2021
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Don’t make customer service agents wait for self service tools

Recently, I had the pleasure of both presenting at and listening in to several sessions at the recent Calabrio C3 Connect conference. That allowed me to […]
January 13, 2021
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Mindset, method, motivation and harmonisation are at the centre of customer centric-thinking and leadership – Interview with Andy Murray

Today’s interview is with Andy Murray, Founder and Executive Chair, Customer Centric Leadership Initiative at The Sam M. Walton College of Business at The University of […]