I thought I’d do a short blog today on something that has it’s roots in the fundamental drivers of Service Change in the UK, and globally. Namely how critical it is now to build Brand Empathy with ... Read More »
Trends impacting Customer Contact Centre Leaders today: So in my blog last week (consumer trends) I highlighted the trends that are impacting customer behaviours today which are: Personalised customer ... Read More »
This was the theme from many of the questions in a discussion around customer experience measures and metrics that I was involved in at the end of 2014.
It’s a good question to debate and discuss ... Read More »
We are surprisingly simple – Which makes us really complicated
I was chatting to a colleague Jon Marrs who is in the US exploring opportunities last night, and the thought occurred – It always ... Read More »
Why Customer Experience Has The Power To Affect Change. I thought this was worth bringing back out as we do tend to live in a volume related world and there is a big temptation to keep churning ‘stu ... Read More »