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Design is not design without research – Interview with Alfonso de la Nuez of...
Today’s interview is with Alfonso de la Nuez, the Co-CEO and Co-Founder of UserZoom, the pioneering UX Insights System. Alfonso joins me today to talk about […] The post Design is not design without...
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Customer outcomes – A business model transformed
This is a guest post by Johan Treutiger, Åsa Ahlgren, Erik Thure, and Erik Tengblad of Arthur D. Little. Over the past five years, organizations across […] The post Customer outcomes – A business...
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Unlocking the hidden value of language to drive personalisation – Interview...
Today’s interview is with Assaf Baciu, the Chief Operating Officer and co-founder of Persado. Assaf joins me today to talk about Motivation AI, language, personalisation and […] The post Unlocking the...
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How to avoid burnout at the workplace
This is a guest post by Eleonora Hristova, a copywriter that writes on behalf of Dune London. Burnout because of stress in the workplace is now […] The post How to avoid burnout at the workplace first...
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42% of workers feel that digital transformation efforts have made their job...
Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about a new report […] The post 42% of workers feel that digital...
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Three Things That Would Have Improved Our House Moving Experience
I’ve not published an article on Forbes for a little while. The primary reason for that is that my wife and I have been consumed by […] The post Three Things That Would Have Improved Our House Moving...
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Creating a metaverse experience that helps veterans suffering from PTSD –...
Today’s interview is with Robert Bell, Founder and CEO of 2B3D, who with their partners are developing a first-of-its-kind metaverse/NFT/gaming platform where military veterans can access […] The post...
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How insights transform operational decisions ensuring the success of the...
This is a guest post from the folks over at ActiveOps. June 2022 saw the launch of the four-day working week pilot in the UK, in which 3,000 […] The post How insights transform operational decisions...
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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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