Guest Contributor
Member Since: 4th Dec 2015
31st Dec 2019
9 ways call centre data can improve customer engagement and CX
There’s no way around it: technology will continue to enhance the business landscape and companies will need to innovate in order the stay...
Contact centres
28th Aug 2019
Culture, technology and physical space: The three simple drivers of employee engagement
Author Jacob Morgan analysed 250 organisations to examine trends in employee experience. We interviewed Jacob to find out what he...
Engagement
27th Mar 2019
Six ways CRM can improve your marketing function
When most people think of CRM, they think of sales. But whilst sales is the function that tends to drive most CRM implementations, the...
CRM
22nd Mar 2019
How behavioural science can help reveal your customers’ true feelings
Emotional connections are no longer a mystery and can be utilised by businesses in-tune with their customers, as a competitive advantage to...
Voice of the Customer
26th Feb 2019
Can artificial intelligence improve the contact centre?
Much has been written about the potential influence of artificial intelligence on the contact centre. In this post we speak to Ian Bain, VP...
Contact centres
1st Feb 2019
Do customers expect responses to their negative reviews?
Customers are sharing reviews about your brand. But why are they doing this? And what are their expectations about your brand providing a...
Voice of the Customer
1st Nov 2018
A new approach to customer journeys: Why marketers must put aside the journey maps
This is an abridged extract from ‘ Marketing to the Entitled Customer: How to Turn Unreasonable Expectations into Lasting Relationships ’...
Strategy
26th Oct 2018
What Netflix teaches us about using AI to create amazing customer experiences
In this abridged extract from new book ‘ What to do when Machines do Everything: How to Get Ahead in a World of AI, Algorithms, BOTs and...
Channels
11th Sep 2018
Kate vs Leo: Is AI reinforcing gender stereotypes?
From Watson to Sophia, is the proliferation of intelligent robot personas having unintentionally negative consequences? One of the subtle...
Channels
6th Sep 2018
Financial services brands cannot restore trust – but they can manage distrust
Financial institutions are attempting to restore trust customer trust - but what if it is not possible? How should they respond instead?...
Loyalty