customer experience management

September 20, 2022
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CX professionals extol the importance of empathy towards external customers but often overlook its importance with internal ones – Interview with Jack Springman

Today’s interview is with Jack Springman, a former Associate Director of Optima Partners, customer experience provocateur and new author. After a year-long battle with cancer, Jack […]
September 15, 2022
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Understanding how all businesses can benefit from voice analytics

This is a guest post by James Lockhart, Head of Product Marketing at TelcoSwitch. Voice and speech analytics refers to the process of analysing recorded conversations […]
August 29, 2022
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Nearly half of CMOs are not ready for a cookieless future

On July 27th, Google announced via a blog that it was delaying the removal of third-party cookies in Chrome through into the latter part of 2024. […]
August 19, 2022
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Customer neglect is real and needs to be managed, as do customer expectations

Eng Tan and Daniel Rodriguez, the CEO and CMO of Simplr, respectively, have a theory. In their 2021 book: Experience is Everything, they say that customer neglect is on the […]