Latest articles

May 23, 2022
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Why you shouldn’t always build for the ‘happy path’ – Interview with Sam Richardson of Twilio

Today’s interview is with Samantha (Sam) Richardson, a principal visioneering consultant for Twilio Foundry. Sam joins me today to talk about why many people don’t think […]
May 17, 2022
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The biggest digital transformation trends in 2022 and beyond

This is a guest post by Natasha Bougourd, a Senior Copywriter at Mediaworks. In the early months of the pandemic, businesses accelerated their adoption of digital […]
May 13, 2022
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To be good at customer experience has to begin with an experiential triage – Interview with Nick Webb

Today’s interview is with Nick Webb, a world-renowned Strategist, Bestselling Author, and Futurist. Nick joins me today to talk about his new book, What Customers Hate, […]
May 9, 2022
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Self-Scheduling: The answer to agent stress in modern, omnichannel contact centres

This is a guest post from Magnus Geverts is VP, Product Marketing at Calabrio. I have been in the Workforce Management (WFM) business for over 20 […]