Customer engagement, social CRM and cool tools for professional services...
Today’s interview is with Mark Bower, co-founder and CTO of CubeSocial, who are developing and have launched some cool products in the social CRM and customer […] The post Customer engagement, social...
View ArticleSponsored Video: You have to create a social business today – Burberry
Note: This post has been sponsored by Salesforce, but all narrative and opinion is my own. There has been a lot of talk recently about what […] The post Sponsored Video: You have to create a social...
View ArticleSocial Customer Service: How to Get Over Your Fear of Social Media
Following on from our interview (The customer service revolution is here and now – Interview with Mikkel Svane CEO of Zendesk) Mikkel agreed to write a […] The post Social Customer Service: How to Get...
View ArticleSocial Business: walking the talk and debunking some of the myths: Interview...
Following on from my recent interview, The customer service revolution is here and now – Interview with Mikkel Svane CEO of Zendesk, today I want to […] The post Social Business: walking the talk and...
View ArticleIgnoring complaints on social media may be deafening your customers
I read an article recently on TechRadar’s site (70% of customer complaints on social media ignored: Marketing ignores 70% of social media complaints). Now, if you […] The post Ignoring complaints on...
View ArticleAccountants, Solicitors and Architects: Your customers are on social media...
A few days ago there was an article that was posted on the Management Today website called: The top five professional services searched for on Twitter. […] The post Accountants, Solicitors and...
View ArticleIs social customer care a good form of the ‘tail wagging the dog’?
photo credit: lotje Below is a twitter exchange that I had in the last couple of days with the folks across at Frog Solutions. I really […] The post Is social customer care a good form of the ‘tail...
View Article#Likeminds – Innovation and Opportunity – How to best lose your customers! –...
photo credit: Adam Tinworth Last week I was lucky enough to attend the Likeminds conference in Exeter. If you haven’t heard of Likeminds then do check […] The post #Likeminds – Innovation and...
View ArticleDo you network to your strengths?
photo credit: @superamit I was at a recent Likeminds networking event in London where we were talking in a group about what networking is, what it […] The post Do you network to your strengths? first...
View ArticleSocial CRM, Customer Centric and Agile Business:Interview with Laurence Buchanan
This is the twelfth in the series of interviews with business leaders in the ‘customer’ space, leading authors, thought leaders and general all round good guys […] The post Social CRM, Customer Centric...
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Five blind spots that get in the way of customer understanding and growth –...
Today’s interview is with Toni Keskinen, who is the Co-Founder, Chief Product Officer & Chairman at 180ops, a revenue intelligence platform built on account-based customer data […] The post Five...
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Is the Law of the Instrument hindering enterprise AI investments?
Two recent studies found that many enterprises are currently experiencing mixed results with their AI initiatives and investments. For example, Accenture examined over 2,000 generative AI projects and...
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SRM and why it matters to growth and customer experience – Interview with...
Today’s interview is with Ryan Hamilton, an Associate Professor of Marketing at Emory University’s Goizueta Business School, an author and the co-host of The Intuitive Customer […] The post SRM and...
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Accelerating legacy transformation with Pega’s Blueprint solution
Late last year, while attending an Applied Strategic Foresight course at the Copenhagen Institute for Future Studies (CIFS), I learned about a model called the Futures Triangle. […] The post...
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Employee understanding and cracking the code of a better employee experience...
Today’s interview is with Annette Franz, an author, speaker and founder and CEO of CX Journey Inc. She is also an old friend of the podcast […] The post Employee understanding and cracking the code of...
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From one-shot answers to continuous outcomes: Why CX leaders need...
This is a guest post by Indresh Satyanarayana, VP Product & Technology Labs, Aquant The paradox of GenAI in service Generative AI has swept through […] The post From one-shot answers to...
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Without context, an insight is worth nothing – Interview with Jochem van der...
Today’s interview is with Jochem van der Veer, the Co-Founder and CEO of TheyDo, a leading platform for journey management that helps organisations build seamless customer […] The post Without...
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REDUX: What would happen if contact centre agents salaries were doubled?
Recently, I came across Marc Bernstein’s podcast conversation with Sam Wilson, CEO of 8X8, about reimagining the contact centre. In their conversation, Sam cited some US […] The post REDUX: What would...
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Voice still reigns in customer service – Interview with Nikola Mrkšić of PolyAI
Today’s interview is with Nikola Mrkšić, Co-founder & CEO of PolyAI, a leading supplier of Conversational AI for automated customer service. We talk about some recent […] The post Voice still...
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How a healthcare insurer got automation right by putting its clients first
Recently, Adrian Murray and Brent Baiotto, Fisent’s Founder & CEO and COO, respectively, told me a story about a healthcare insurance company they are working with […] The post How a healthcare...
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