Jack Springman
Associate Partner Optima Partners
15th May 2020
More myths and misconceptions undermining CX managers
In the previous article I explained how misleading advice has proliferated in the customer experience arena, and that CX leaders who have...
Engagement
8th May 2020
The myths putting the future of customer experience in peril
In its predictions for 2020, Forrester forecast that one in four customer experience leaders will lose their job. This prediction was...
Engagement
15th Apr 2020
Why a customer-curious culture trumps customer-centric culture - and how to nurture curiosity
A couple of years ago - during a water-cooler conversation on the requirements for success in an increasingly digital world - my then...
Engagement
9th Mar 2020
Six reasons why customer-centricity should NOT be an objective
15 years ago, you would have found no greater supporter of customer-centricity than me. The internet was bringing greater choice to...
Engagement
26th Feb 2020
In defence of data monetisation: A dirty term that can improve CX
My role involves working with businesses to use their data to create value for their customers, their partners and themselves. In...
Data
23rd Jan 2020
How to use customer lifecyle analysis to drive innovation
Existing businesses have an innovation advantage over new entrants due to the customer data that they hold and the customer analyses this...
Data
19th Sep 2019
The simple brainstorming tool that surfaces better CX insights
I keep six honest serving-men, (They taught me all I knew); Their names are What and Why and When And How and Where and Who. In order to...
Voice of the Customer
21st Jun 2017
Six tips for customer experience-enhancing customer research
Customer research is an interaction and its impact on the customer experience needs to be taken into account when it is being designed. As...
Data
1st Mar 2017
What impact will chatbots have on contact centre staffing?
As highlighted in a previous post , organisations are seeking to deploy chatbots to reduce costs to serve while improving the customer...
Channels
15th Feb 2017
The six hidden requirements for chatbot success
For large B2C businesses, reducing costs through increasing the share of service interactions handled without human intervention is a top...
Channels