Behavioural science is a gold mine for service design and customer experience...
Today’s interview is with Nicolae Naumof, an applied behavioural science specialist, who helps businesses to increase customer satisfaction and increase profitability. Happier Customers & Higher...
View ArticleBehavioural science, customer experience and why we should test more things –...
Today’s interview is with Rory Sutherland who is Vice-Chairman, Ogilvy & Mather UK and co-founder of #ogilvychange. The Ogilvy & Mather Group UK is made up of 10 companies that work across a...
View ArticleBehavioural science is a gold mine for service design and customer experience...
Today’s interview is with Nicolae Naumof, an applied behavioural science specialist, who helps businesses to increase customer satisfaction and increase profitability. Happier Customers & Higher...
View ArticleBehavioural science, customer experience and why we should test more things –...
Today’s interview is with Rory Sutherland who is Vice-Chairman, Ogilvy & Mather UK and co-founder of #ogilvychange. The Ogilvy & Mather Group UK is made up […] The post Behavioural science,...
View ArticleBehavioural economics, alchemy, customer experience and the power of ideas...
Today’s interview is with Rory Sutherland, Vice Chairman of Ogilvy in the UK and author of a new book: Alchemy: The Surprising Power of Ideas That […] The post Behavioural economics, alchemy, customer...
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The digitization of the supply chain and it’s impact on customer experience...
Today’s interview is with Sanjay Brahmawar, the CEO of Software AG, a software pioneer that is helping over 10,000 organisations worldwide connect people, departments, systems and […] The post The...
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An end to customer support frustrations? Meet NextivaONE
“Can you please come up with a solution to the daily frustrations we have just trying to work together and serve customers?” This is a common […] The post An end to customer support frustrations? Meet...
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Lack of a clear vision leads to higgledy-piggledy services and experiences –...
Today’s interview is with Ari Weinzweig, the CEO and co-founding partner of Zingerman’s Community of Businesses, a gourmet food business group headquartered in Ann Arbor, Michigan, […] The post Lack...
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Customer neglect is real and needs to be managed, as do customer expectations
Eng Tan and Daniel Rodriguez, the CEO and CMO of Simplr, respectively, have a theory. In their 2021 book: Experience is Everything, they say that customer neglect is on the […] The post Customer...
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Delivering personalised search experiences in an ethical way – Interview with...
Today’s interview is with Angel Maldonado, CEO & Founder of Empathy, who create human-centred, commerce search & discovery platforms that combine innovative technology, behaviour-based...
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Nearly half of CMOs are not ready for a cookieless future
On July 27th, Google announced via a blog that it was delaying the removal of third-party cookies in Chrome through into the latter part of 2024. […] The post Nearly half of CMOs are not ready for a...
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Not enough companies realize that customer support is your primary gateway to...
Today’s interview is with Nooshin Alibhai and Eric Klimuk, co-founders and CEO and COO respectively at Supportbench, a full-stack customer support software provider that is made […] The post Not...
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How to protect your business from loyalty fraud
This is a guest post from Ed Whitehead, the Managing Director EMEA for Signifyd. Today, businesses are realising that a top-notch customer experience is the […] The post How to protect your business...
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Customer success professionals should focus on net revenue retention (NRR) to...
Today’s interview is with You Mon Tsang, the founder and CEO of ChurnZero, which helps subscription businesses fight churn with a real-time customer success platform. You […] The post Customer success...
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Understanding how all businesses can benefit from voice analytics
This is a guest post by James Lockhart, Head of Product Marketing at TelcoSwitch. Voice and speech analytics refers to the process of analysing recorded conversations […] The post Understanding how...
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CX professionals extol the importance of empathy towards external customers...
Today’s interview is with Jack Springman, a former Associate Director of Optima Partners, customer experience provocateur and new author. After a year-long battle with cancer, Jack […] The post CX...
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Diminishing unconscious bias in customer service
This is a guest post by Amanda Winstead, a freelance writer from the Portland area. One of the most dangerous things in the workforce, particularly in […] The post Diminishing unconscious bias in...
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Customer experience isn’t about experience at all. It is about relationships...
Today’s interview is with James Dodkins, CX Evangelist at Pegasystems. James joins me today to talk about some new research that Pega has just conducted, some […] The post Customer experience isn’t...
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In times like these, customer service leaders can learn a lot from gardeners
As we approach the end of the Summer and head into Autumn, here in the Northern hemisphere, many gardeners will be starting to think about getting […] The post In times like these, customer service...
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The problem of customer indecision and how to get over it – Interview with...
Today’s interview is with Matt Dixon, the Wall Street Journal bestselling author of three of the most important business books of the past decade: The Challenger […] The post The problem of customer...
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