customer satisfaction

September 19, 2023
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The delusion amongst customer service and experience VPs – Interview with Micah Peterson of ProcedureFlow

Today’s interview is with Micah Peterson, a member of the founding team and the VP of Product Management at ProcedureFlow, the next-generation knowledge management software that […]
May 3, 2023
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The promise of generative AI in customer care and the challenges ahead – Interview with Ryan McDonald, Chief Scientist at ASAPP

Today’s interview is with Ryan McDonald, Chief Scientist at ASAPP. Ryan joins me today to talk about his experience over the last 20 years in the […]
April 28, 2023
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Why customer empathy is key to ensuring the older generation have a seamless digital banking experience

This is a guest post by Michelle Huff, Chief Marketing Officer at UserTesting. With many physical bank branches closing, customers are forced to migrate to digital […]
April 24, 2023
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Well-being and the changing nature of management and leadership – Interview with Ray Biggs, Head of Customer Care at John Lewis & Waitrose

Today’s interview is with Ray Biggs, Head of Customer Care at John Lewis & Waitrose. Ray joins me today to talk about their customer care programme, […]