Improve your customer service with more “gorms”
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 – the embodiment of customer experience
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…
No. 1 cause of business failure
It’s amazing how many different things get blamed for why businesses take a nosedive. Whether it’s the teams, products, marketing, sales, the banks or even in some cases I have…
Making customers feel welcome is so easy but why is it still so rare?
A "non-toxic" theatre visit ticks all the right boxes If you’re lucky enough to get a ticket to a popular West End show – and in my case even luckier…
Is it possible to cut staff costs without firing people?
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…
One Bad Habit That Creates A Toxic Culture
We have all worked for bad bosses, I know I that I have had my share, and I may even have been a bad boss to some. And to those…
Why I don’t love chat-bots
Today, we tackle the value proposition that chatbots are more valuable to companies than customers. I reject this. The ROI simply is not there, especially since better customer experience is…
AI & Blockchain will change these industries
If you have not yet heard of the buzz associated with artificial intelligence (AI) and blockchain, you must be living on a planet other than Earth. These technologies have revolutionized many industries,…
Why tech help is a no-go area for AI
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?…
Customer Experience view of your call center technology
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…
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