Mark Hillary runs a great podcast called CX files. He invited me to share what I've been up to in Emotive CX. The ideas flowed between …Read More
Thought Leadership
Pushing Back In An Increasingly Human-Free World
You Influence More Than You Realise I view my current focus on mentoring organisations to plan and scale Emotive CX as part of a wider …Read More
Emotion Matters According to Latest UK Forrester CX Index
The most recent UK Customer Experience Index* from Forrester breaks a three-year trend that was showing things had stagnated. The 2019 …Read More
The Time To Reinvent Human Assistance Is Now!
There are two core reasons to invest in Emotive CX for Customer Interaction. CX as a force for change needs to refocus on the emotive …Read More
Measuring Up
How Many 2019 Predictions Did You Nail? I co-produce customer service predictions with NewVoiceMedia and CallCentreHelper.com every …Read More
What Neuroscience Tells Us About Emotive CX
I recently returned to New Voice Media's annual Cloudfest to report on the progress made with the Emotive CX for Customer Interaction …Read More
Why Self Service Remains Jam Tomorrow
In an unsurprising finding, Gartner has recently declared that self service resolution rates suck and omni-channel has just confused …Read More
Relationships Are Built on Trust
The final topic in our exploration of customers for life is one that has assumed global importance. The question of trust. Our …Read More
Loyalty is About Relationship
So far, we have talked about what might be described as the table stakes for winning a customer’s loyalty: CX Is Flatlining - move …Read More
Intolerance for Poor Service Is Rising
As previously mentioned, the quality of customer service influences brand loyalty. Expectations for fast, effective outcomes have remained …Read More
