Proactive Customer Service

September 9, 2022
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Customer success professionals should focus on net revenue retention (NRR) to prove ROI – Interview with You Mon Tsang of ChurnZero

Today’s interview is with You Mon Tsang, the founder and CEO of ChurnZero, which helps subscription businesses fight churn with a real-time customer success platform. You […]
July 23, 2022
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Three Things That Would Have Improved Our House Moving Experience

I’ve not published an article on Forbes for a little while. The primary reason for that is that my wife and I have been consumed by […]
April 25, 2022
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Busting some CCaaS and CX technology myths – Interview with Vasili Triant of UJET

Today’s interview is with Vasili Triant, Chief Operating Officer of UJET, the world’s first and only cloud contact center platform for the smartphone era. Vasili joins […]
September 20, 2021
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Marginal cost but high perceived value

When brainstorming ideas and strategies to boost the length and value of their customer relationships, many firms come up with lots of fancy and expensive ideas […]