Customer Experience

I’ve just had the pleasure of chairing a customer engagement conference. There were some great speakers. My favourites were Joana Van Den Brink-Quintanilha from Forrester and Stewart Bromley, from Atom Bank. Both spoke eloquently about the use of emotion in customer experience design. Things are undoubtedly moving on. For instance being an app only interface, Read More

Listening to The Customer

Customer Listening is at the centre of this series of posts. To date, I ‘ve covered the role of listening in session one. Links between personal and corporate listening in session two. Then there was a detailed definition of Customer Listening in session three. Most recently I covered the difference between hearing and listening in Read More

Improving Customer Service

I’m fond of pooh poohing those who think that adopting chat or another ‘new’ channel means they have gone digital. This is because classifying channels in this way is arbitrary and technically inaccurate. On the other hand I can recognise their intent when on a site visit you are introduced to the ‘digital’ team. It’s Read More