customer journey

March 20, 2021
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Delivering empathetic customer experiences will require us to move from fuzzy into action – Interview with Joyce Kim, Chief Marketing Officer at Genesys

Today’s interview is with Joyce Kim, the Chief Marketing Officer (CMO) for Genesys, a global leader in cloud -based customer experience and contact centre solutions that […]
March 12, 2021
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Journey analytics and orchestration is helping brands stop doing stupid stuff – Interview with Mark Smith of Kitewheel

Today’s interview is with Mark Smith, President of Kitewheel, whose platform is powering real-time customer journeys for the world’s most customer-centric brands. Mark joins me today […]
February 24, 2021
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We need to talk about customer service’s “messy middle” – Interview with Michael Ramsey of ServiceNow

Today’s interview is with Michael Ramsey, VP, Product Management, Customer Workflow Products at ServiceNow, a cloud computing platform provider that helps enterprises manage digital workflows and […]
February 19, 2021
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Panning for gold: What lies ahead for brand experiences

In the middle of December, I published a predictions piece called 11 Customer-Experience-Related Predictions For 2021. While I stated that I don’t really like writing prediction pieces, […]