I was challenged by Leigh Hopwood, the CCMA's new CEO to provide a 90 second summary of technology needs in today's service world. This …Read More
Thought Leadership
Diversity, Inclusion and Customer Personas
One of the many transformative themes reshaping our world is diversity, inclusion and equality. Personally, I am becoming more self-aware …Read More
From The Calamity of COVID to The Start Of A New Model for Customer Service
The Story So Far COVID sent everyone scuttling back home as fast as an incoming Tsunami causes mass evacuation. Organisations, customers …Read More
A 40 minute video introduction to Emotive CX for Customer Interaction
One of pioneers in Emotive CX is Seth Grimes. He has been running conferences for the last decade on the topic. Seth ran a London version …Read More
COVID Needs Both Short & Medium Term Customer Service Strategies
Speed Of Change During my time working with the Coveo team over the last few months, listening to customer stories during online pizza …Read More
Where’s The Silver Lining in This Recession?
Awareness of the economic damage from the global pandemic continues to grow. National debt is ballooning as governments attempt to prop up …Read More
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
Using the Lens of Human Emotion To Improve CX
According to Lisa Feldman Barrett and other leading neuroscientists, emotion is a constant. It is part of our brain’s core function - to …Read More
Communicating In Anxious Times
I'm inspired by all who are keeping things going. Health workers, emergency services, customer services, volunteers, parents doubling up as …Read More
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
