Member Since: 28th Nov 2015
24th Jul 2019
Three CX strategies to ensure non-tech brands can still thrive in an AI future. When I talk to audiences and business around the world...
9th Jul 2019
A handful of Chinese companies are creating a new kind of customer experience. So what can we learn from the way they deliver CX? When...
10th May 2019
There are a lot of misunderstandings about artificial intelligence and its value has been undermined through a combination of scare stories...
26th Mar 2019
New innovations in chatbot use suggest that brands are identifying more ways to add value to customer journeys. For many years, business...
29th Nov 2018
What are the implications of some of this year's biggest tech stories for customer experience management? It seems that announcements from...
26th Oct 2018
From complex to simple, from one-button to zero-button - does your brand understand the importance of its customer interfaces? User...
3rd Oct 2018
Making an emotional connection with customers can be difficult. But CVS strove to do it by refusing to sell cigarettes. If you have a...
28th Mar 2018
What is the commodity magnet? And why is it so important to understand how it will influence your customers' behaviours and expectations?...
2nd Jan 2018
The biggest challenge for businesses today is to better understand the context of your customers. Luckily, the rise of technology and the...
11th Dec 2017
The role of technology in customer communications is changing rapidly. The rise of artificial intelligence, virtual reality and augmented...