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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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