The following post came out of a webinar I ran recently with NewVoiceMedia. This was our hypothesis to generate the discussion. Another …Read More
customer experience management
UK Challenges and Opportunities For 2014: A Leadership Perspective
Introduction A number of UK customer service, experience and engagement leaders have pooled their insight based on the themes that …Read More
Using Interaction Analytics To Understand Omni Channel Customer Behaviour
In this post, I want to explain how Interaction Analytics can play an important role in understanding and responding to omni-channel …Read More
Claridge’s: A Great Place To Discuss Personalised Customer Service
Having enjoyed a previous customer event chez Gordon Ramsey, I knew to expect a belt busting dinner. I was not disappointed! The homemade …Read More
Social Business: The “One Agenda” Milestone
Social Business is a big idea. It is one of the things that tell us we've really left the 20th century behind. It is also proving …Read More
Social Media & Financial Service Brands
Social Media and Financial Services are getting to know each other pretty well. There are some obvious opportunities to be grabbed. For …Read More
Thinking About Multi-Channel Strategy
This post is for anyone in customer leadership who needs to think clearly about their multi channel strategy. Offering a multi channel …Read More
Is A Customer Service ROI Provable?
Is there a plausible ROI To Customer Service? This is a question that has bubbled away for ages and every so often someone has …Read More
Painting A Customer Service Strategy: session 5
What are the management implications of trying to live by a customer service strategy? Previous sessions (one, two, three and four) have …Read More
Painting A Customer Service Strategy: session 4
This fourth session in the series on Customer Service Strategy looks at real world deliverables. By this I mean what you actually deliver …Read More
