Something I wrote for Enghouse Interactive If customer experience management is about anything, it could be described as a determined …Read More
customer experience management
Customer Experience Management – COVID Demands It’s Time To Change The Narrative
This article is intended as a provocation around how the CX community likes to see its value and the associated narrative often told to …Read More
The Importance of Co-ordinated CRM and Contact Centre Strategies
Due to different owners and competing agendas, the relationship between CRM and customer service is unfortunately not always as close as it …Read More
How To Balance Digital and Human Customer Support
The more we adopt self managed, digital channels which optimise our expectations for 'always there', real time delivery, we are also …Read More
Why Trust Is Phase One In Contact Centre Transformations
I’ve been doing the rounds assessing the outputs of the latest two cohorts to participate in the P&Q Challenge. Zooming through the tube …Read More
Enough Of The Ideas, Where’s The Execution?
I’ve just had the pleasure of chairing a customer engagement conference. There were some great speakers. My favourites were Joana Van Den …Read More
How Many Channels Make An Omni-Channel Omelette?
This is the second in a series of three posts exploring the issues around becoming a multi-channel service organisation. Of course you might …Read More
How To Move On From Silo Delivered Customer Experiences
I'm reading a great book on service design. It's something I'm delighted to have stumbled across. Serendipity is a wonderful thing. The …Read More
What Getting Closer To Your Customer Really Means
I just wrote and delivered a webinar for Rant and Rave. Cool people with a great feedback platform. I also got the chance to listen to how …Read More
Multi-Channel Experiences: Why Contact Centres Are Failing
There is currently much focus on multi-channel experience. Technologists frame the challenge as a move from multi-channel to cross channel. …Read More
