Member Since: 7th Apr 2008
Peter Massey is CEO of customer experience specialist Budd and can be contacted via www.budd.uk.com.
11th Mar 2022
Knowledge management and beyond: How to evolve your knowledge sharing to improve CX
What is knowledge management? A really simple definition is giving the right answers to the questions customers pose. That knowledge is key...Management
28th Sep 2021
How to overcome the biggest obstacle to digital-first service with one simple exercise
Being a bit of a customer experience historian these days, it’s hard not to see change as glacial. Over the last 30 years I’ve seen the...Channels
4th Dec 2020
How are customer relationships changing in 2020 and beyond?
Change or no change ? At the end of every year and beginning of the next there is a reflection requested at that imaginary milestone in...Loyalty
22nd May 2020
Recalibrating customer service: Your checklist for a better 'new normal'
I talked previously about daily reflection diaries, shared reflection and documented learnings - so you can design you new normal and avoid...Contact centres
9th Apr 2020
How to ensure a better 'new normal' for customer service after COVID-19
You were focused at work, your people are great, customers are happy, your company wanted to have greater purpose. Everything was ticking...Engagement
11th Oct 2019
Why service and marketing should have a shared budget
"Marketing is the tax you pay for being unremarkable,” according to Robert Stevens, founder of Geek Squad. What does this mean? The quality...Management