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There are major tectonic shifts taking place in the outsourcing space right...
Today’s interview is with Craig Crisler, CEO at SupportNinja, a modern provider of Business Process Outsourcing (BPO) services. Amidst lots of research reporting that despite all […] The post There...
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The ‘Always On’ culture: 5 ways businesses can mitigate the impact
This is a guest post by David Banaghan who is the Interim CEO at Occupop. The CIPD’s 23rd annual Health and Wellbeing at Work report will […] The post The ‘Always On’ culture: 5 ways businesses can...
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The five promises of personalization – Interview with Mark Abraham and David...
Today’s interview is with Boston Consulting Group Senior Partner Mark F. Abraham and Harvard Business School Senior Lecturer David C. Edelman. They join me today to […] The post The five promises of...
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Addressing the aging workforce crisis in field service management
Recently, I spoke to Shahar Chen, co-founder and CEO of Aquant, a field service management software provider, about some new research they had just published. One […] The post Addressing the aging...
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Basketball, false hustle and metrics that matter – Interview with Thomas...
Today’s interview is with Thomas Laird, founder and CEO of both the Expivia Interaction Marketing Group, a USA BPO omnichannel contact center, and OttoQA, a next-generation […] The post Basketball,...
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The big list of little things that destroy your customer experience (reprise)
I shared this quote on Instagram the other day….. View this post on Instagram A post shared by Adrian Swinscoe (@punk_cx) and it reminded […] The post The big list of little things that destroy...
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The third wave of customer support – Interview with Natasha Ratanshi-Stein of...
Today’s interview is with Natasha Ratanshi-Stein, CEO & Founder of Surfboard, an award-winning workforce management (WFM) software provider. Natasha joins me today to talk about the […] The post...
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Is channel snobbery holding back brands’ customer experience efforts?
I had a fascinating discussion with Dan Bennett, Senior Partner, Head of Behavioural Science at Ogilvy Consulting, the other day, where he introduced me to the […] The post Is channel snobbery holding...
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Unlocking Growth: Key Insights from HubSpot’s GROW Europe 2024 Event
I’ve followed HubSpot’s progress over the years from them pioneering the inbound marketing space over 15 years ago to where they are now a provider of […] The post Unlocking Growth: Key Insights from...
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It’s not about the customer’s journey with our platform, it’s about the...
Today’s interview is with Nadine Macklin, who is the Vice President of Customer Success at CARTO, a leading Location Intelligence platform, that enables organizations to use […] The post It’s not...
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Broken funnels, flywheels and human messaging – Key insights from HubSpot...
Today’s podcast features a series of interviews I conducted with HubSpot executives when I attended HubSpot’s recent GROW Europe 2024 event at the Queen Elizabeth Hall […] The post Broken funnels,...
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Cutting through the noise to get to the reality of customer service AI
Every December for the last five years, I’ve compiled a set of predictions about what is likely to happen in the customer experience space in the […] The post Cutting through the noise to get to the...
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Pandemic maths and measuring all of marketing – Interview with Gregory...
Today’s podcast is with Gregory Kennedy, VP of Marketing at Alembic Technologies, which provides AI-powered marketing analytics for C-suite executives. We talk about how Alembic is […] The post...
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Closing the skills gap: How can businesses boost their digital skills training?
This is a guest post by David Banaghan who is the Interim CEO at Occupop. According to the Quantifying Data Skills Gap report, almost half […] The post Closing the skills gap: How can businesses...
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An eight-step discovery process to help master the customer experience –...
Today’s podcast is with Edwin Margulies, Chief Evangelist at Nextiva, a provider of a unified customer experience management platform. Edwin joins me today to talk about […] The post An eight-step...
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The two-sided customer experience problem and how VoC data is the answer
In this article, CX thought leader Adrian Swinscoe addresses the dual challenge facing customer experience (CX): firstly, the declining trend in customer satisfaction, and secondly, the […] The post...
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The impact of influencer marketing on customer experience – Interview with...
Today’s podcast is with Daphne Robertson, the VP of Customer Experience and Operations at #paid, a creator marketplace where brands and creators connect, collaborate and measure […] The post The...
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How one entrepreneur used customer service to disrupt a traditional industry
Recently, I had the pleasure of speaking to Voyo Popovic, the founder and CEO of Piece of Cake, a fast-expanding moving company headquartered out of New York. […] The post How one entrepreneur used...
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Data ontology and rethinking customer support metrics – Interview with Marcel...
Today’s podcast is with Marcel Barrera, Chief Strategy Officer at serviceMob Inc, a customer service enterprise technology company specializing in data ontology driven analytics. Marcel joins […] The...
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Are humans the missing link in your AI strategy?
We’re seeing a surge of activity — experimentation, piloting and implementation — in the customer service space regarding new artificial intelligence (AI)-enabled tools, particularly those aimed at...
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