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…
The future of VOC measurement: Don’t let organisations do it themselves!
When it comes to the subject of Customer Experience (CX), everyone has an opinion. Differing opinions are not a bad thing – it is incredibly healthy for there to be…
Will customer experience survive Brexit?
The UK’s Brexit crisis means more investment in CX not less I write this article from a country under siege. For months the UK has been in the grip of…
7 lessons from missed customer experience opportunities
Is customer experience delivering? What are the biggest challenges? What lessons can companies learn to deliver greater impact? I had the pleasure to have an interview and debate with Diane…
Understanding the myth of the single metric
Like a high performance car, multiple actors and sensors need to be understood Morris Pentel's recent article opened up a very important portal into the shadowy world of metrics. Not…
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 of all days this would be a fantastic customer experience for London
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…
E-Book: Building a Customer-centric Business Strategy
We all know that improved customer experience can drive a massive increase in business performance, but how does this show up in practice? Drawing on a number of recent examples…
E-Book: Measuring the RoI of CX
We know that great customer experience leads to improved business performance, yet it seems to be a problem for customer experience improvement projects to get the kind of traction and…