Jerks at work can seriously affect your health
And other aspects of performance can be affected as well According to recent reports the cardiac surgery unit at my local hospital has a mortality rate almost twice the national…
And other aspects of performance can be affected as well According to recent reports the cardiac surgery unit at my local hospital has a mortality rate almost twice the national…
The hand-held holiday is almost here My wife and I are in the basement of an apartment hotel on a sweltering July afternoon in a town east of Milan. It’s…
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…
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…
CX can bring massive benefits but BEWARE – don’t follow the herd Everyone knows something about Customer Experience (CX) – at least the most well-publicised concepts. Whilst many companies have…
We identify five actions to get on the road to customer-centricity Customer Experience (CX) is apparently stalling around the world. The concern started with Forrester’s annual US Customer Experience Index…
Leading with compassion makes you a better leader How many times have you said “I couldn’t care less what they think” in relation to a work or personal matter? It…
The Next Ten Years looks at what's happening in customer success and related fields Design Thinking Is Improving Customer Experience and Getting Results for Brands It’s also positively affecting creativity and…