Technology

October 16, 2020
proactive

Proactive support is the holy grail of customer support – Interview with Paul Adams of Intercom

Today’s interview is with Paul Adams who is the SVP of Product at Intercom, which helps brands build their customer relationships through conversational, messenger-based experiences across […]
October 8, 2020
heart 4682756 1920

The difference and relationship between emotion, empathy and emotional intelligence in customer experience – Interview with Sandra Thompson

Today’s interview is with Sandra Thompson, a published consultant, lecturer, course leader and trainer in the field of customer experience, emotional intelligence and, more recently, remote […]
September 29, 2020
welcome 905562 1280

Language is the most basic form of personalisation and it plays a huge role in a customer’s experience – Interview with Allison McDougall of Amplexor

Today’s interview is with Allison McDougall who is the SVP of Global Revenue at Amplexor, a leading digital solution provider offering global compliance, digital experience and […]
September 10, 2020
book 3043275 1280

About time – Intercom puts proactive customer service back on the agenda

I first started writing about the benefits of a more proactive approach to customer service and experience back in 2013. It seemed to me that the […]