I recently had the pleasure of an hour-long conversation with Mark Lockyer, CallMiner’s international sales director on the progress being …Read More
Customer Experience
Early EX Lessons from Emotive CX
The core principle that drives Emotive CX is that customer needs and expectations span both the functional and emotive. As a result, …Read More
Emotions & Customer Interaction
I’m on a mission and I need your help. Some of you will know about the P&Q Challenge I run. Now four years old, it has attracted …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