Customer Experience and Chatbots
It seems like every other proposal we do requires our touch on chatbots. This might even increase with 80% of brands wanting to introduce some level of artificial intelligence or…
When there’s no chat in Chat Support
Today we talk about chat support, the customer experience VALUE that it creates and the ROI of the business case to implement it. Although we are skeptical about the value of…
How an entrepreneur grew his business from $168 to $168M
I was a little depressed after a colleague told me about a CEO that had fired several people because they used an outdated procedure. Unfortunately, this company was the only…
The boring stuff… and why it’s really important
In this short – and hopefully not boring – video I offer a cure for what could be termed “Founders Syndrome” – a focus on the core mission and purpose…
My beef with boards
I am a burger lover from way back. Not the global-fast-food-chain type of burger but full, messy fish-and-chip-shop burgers. Long sun-kissed days on the beaches of my childhood and adolescence…
5 things I wish I’d known before becoming a leader
In a coaching session a client they asked me, "what were the main things I wish I'd known that would have helped me become a better leader sooner". This got…
Experience is in the little things
A few years ago, I spent a week in Abu Dhabi.Abu Dhabi is the capital of the United Arab Emirates, near the tip of the Arabian peninsula overlooking the Persian Gulf and…
Is management consultancy a waste of money?
Not if you link it to performance outcomes There’s an old management cliché that goes something like “50% of my marketing spend is wasted but the problem is I don’t…
The reductionist flaw at the heart of Lean
In the first part of this series on Lean and its impact on customer experience we examined basic evidence that supports what could be construed as an outrageous claim that…
5 lessons from climbing a mountain
Two weeks ago I climbed Mount Snowdon to raise funds for a local school. At 1,085m it's the highest mountain in England and Wales. It's also one of the hardest…
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