customer experience management

March 20, 2023
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We can’t be digital-first, we have to be customer-first – Interview with Sue Duris of M4 Comms

Today’s interview is with Sue Duris, Principal Consultant of M4 Communications, a global CX consulting firm. Sue joins me today to talk about customer understanding, internal […]
March 6, 2023
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Dialpad is betting that TrueCaaS is the future of customer service. They might be right.

Over the last few years, despite the investment in self-service tools and technology to help drive proactive, predictive and pre-emptive service, live, and asynchronous, customer support […]
February 24, 2023
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What elephants and customer experiences have in common

This is a guest post from Jim Davies, Chief Experience Officer (CXO) at Calabrio. Customers are like elephants; they have amazing memories. This means they will […]
February 12, 2023
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Building your house to be able to deliver a truly personalised customer experience – Interview with Greg Kihlström of The Agile Brand

Today’s interview is with Greg Kihlström, author and Principal at GK5A, who advise organisations on customer experience, marketing technology, and digital transformation initiatives. He is also […]