The most recent UK Customer Experience Index* from Forrester breaks a three-year trend that was showing things had stagnated. The 2019 …Read More
Thought Leadership
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
CX Is Flatlining – move faster
Retaining customers in a world full of choice Is it still possible to keep a customer for life? You might argue that customers no …Read More
Inside Shop Direct’s Customer Closeness Centre
Scene Setting Scene Setting I’ve decided to write a series of posts featuring organisations I rate as being at the front of the …Read More