OK, this post has an interesting origin. I was doing a webinar (Go Digital! Engagement Strategies for Contact Centres) with Emma Samuel …Read More
customer insight
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
Interaction Analytics: Why CXOs Should Give A Damn
Is the topic of Interaction Analytics of genuine interest to executives? Think of your own CXOs for a second. Although they may have …Read More
Interaction Analytics: The Core Benefits
Interaction Analytics is becoming well known in Customer Service circles. Particularly in its single channel version many already …Read More
Why Customer Insight Matters To Every Customer Service Leader
Call centres, or contact centres if you prefer, have been forced onto the back foot during most of their relatively short history. They …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
Six Insights For Your Voice Of The Customer Programme
I recently upgraded my LinkedIn account from free to the first rung of paying for the privilege. Apart from a new snazzy gold logo, I got …Read More
