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
Change Management
Successful digital transformation requires expert change management. Although the final outcome for many is to reinvent their core organisational model, the journey to that goal has to be based on an agile, iterative change model.
This means the change management process has to keep pace and incorporate what is learnt using an ongoing cycle of test-learn-embed
Why Social Customer Service Is Your 1st Real Digital Milestone
I’m fond of pooh poohing those who think that adopting chat or another ‘new’ channel means they have gone digital. This is because …Read More
Social Is The Soul Of Digital
I've just returned from Florida. Loved the warmth of the swimming pools. Appreciated the ubiquity of common courtesy that America still …Read More
Whatsup With Social Customer Service?
I've come across quite a few of the brands that offer social customer service here in the UK. Some have attended my masterclass. Others are …Read More
Underneath The Bonnet Of A Customer Hub
This is the third post of my series on customer hubs. I’ve previously explored how they provide a low risk way of developing greater …Read More
“Rub A Dub Dub” We’re In A Customer Hub
The aim of a Customer Hub is certainly more ambitious than just ‘ three men in a tub’. In the first post of this series on Customer Hubs, …Read More
Why Customer Hubs Accelerate Your Digital Agenda
As the need to ‘go digital’ grows ever stronger, more of us increasingly wonder what this means. Is it just about the new tech that keeps …Read More
P&Q: Proving Employee & Customer Engagement Can Be Improved
Each time the P&Q Challenge completes, I summarise what's been learnt before the next round kicks off. This time I want to focus on one …Read More
Social Customer Service: Talk Is Cheap, Action’s Much Tougher!
The growth in social customer service appears to have stalled. Now the early adopters are out and about, the expected next tranches are …Read More
Social Customer Service: A Force For Change
Right now customers who engage via social channels for service are in a lottery. The odds on a good experience are mediocre. A great one is …Read More
