Using data to improve customer experience
I recently conducted an interview with ReachForce on the subject of ‘using data to improve Customer Experience’ – here is what I had to say… How did you become so passionate about…
I recently conducted an interview with ReachForce on the subject of ‘using data to improve Customer Experience’ – here is what I had to say… How did you become so passionate about…
While it’s true that Accountability starts at the top, and that if leaders don’t walk the talk, and meet their commitments, it will be almost impossible to create a culture of accountability. Yes, if…
If you’re not running a customer-obsessed business, you might be missing out. I have noticed many companies are focusing on being customer obsessed. What does that actually mean? Well, in…
A distant reminder of Candid Camera is nothing to smile about. As a TV-obsessed tot in the 1960s, one of my favourite programmes was Candid Camera. With its procession of…
Trust – a small word that means so much. It is a word that plays an enormous part in all our lives. A word that epitomises our start in life…
Keeping costs down is a priority for all businesses and that means eliminating any waste and constantly looking for ways that you can do things cheaper. But there are certain…
The automotive industry is right next to the airline industry in terms of innovation and keeping up with the pace of technology growth. Surprisingly, both are extremely slow to keep up…
This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point…
By 2022 the global cloud based contact center market is growing from USD 6.8Bn in 2017 to 20.93Bn in 2022. This makes for CAGR of 25.2%. If you do not get on this…
In CX SKILLS BUILDER: OWN THE CUSTOMER EXPERIENCE we urged you to find CX problems and fix them instead of diagnosing and mapping them. That is the right strategy when you…