The myth of the CX single metric – Playing roulette with your customer relationships
Today I want to talk about the myth of the single metric. It is one of the most damaging forms of bad practice today. As with all my work I…
Today I want to talk about the myth of the single metric. It is one of the most damaging forms of bad practice today. As with all my work I…
Summer may just be getting cooler with Emirates’ complimentary ice cream service We thinks its hot here with temperatures nudging 36 C or potentially a bit higher. This is just…
Stop pursuing the myth of the “ideal” customer Do you have a strategy for vulnerable customers? If not, then you could be missing out on an opportunity to create a…
Why do so many businesses make us feel like we are not important - every day? I have had recent customer experiences with major companies that have left me feeling…
The one area where AI and bots are most needed will be one of the last to be automated How do you handle a tech crisis? Pretend it’s not happening?…
Locating your contact centres offshore means being very clear about what they’re good at – but doesn’t mean ignoring soft skills Right in the middle of a day of technical…
Time taken to establish a rapport with customers is not wasted I don’t think the best way to celebrate the National Health Service’s 70th birthday is by having an extended…
UK rail companies have come in for a battering recently – and rightly so: their performance has been devastatingly bad. Last Wednesday alone Anne Widdecombe made some pointed comments in…