Proactive Customer Service

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 […]
September 1, 2021
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The top frustrations of customers and agents are the same – Interview with Jeff Nicholson of Pega

Today’s interview is with Jeff Nicholson, Global Leader, CRM Strategy for Pega, where he heads up the company’s CRM market strategy and vision worldwide. Jeff joins […]
July 14, 2021
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Hyper-Personalisation in Financial Services: What is it and how to achieve it.

In the second half of May, I hosted a webinar discussion on Hyper-Personalisation in Financial Services. I was joined by Ian Ashby, Principal Strategist for Customer […]
April 19, 2021
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What the democratisation of artificial intelligence (AI) means for customer experience – Interview with Matthew Nolan of Pega

Today’s interview is with Matthew Nolan, the head of Product Marketing for the Decision Sciences division at Pegasystems, driving Pega’s portfolio of marketing technology, decision management, […]