Together in Electric Dreams : Part 2
While many have taken a well-earned break this summer, the world of CX SaaS mergers and acquisitions has been operating full-steam ahead, with deals signed for values that are as…
People not Bots are to Blame
I’ve spent my entire life innovating, creating & delivering Service - It shouldn’t be this way? I’m proud to have started my career and spent much of it (over 25…
CUSTOMER VALUE IN A TIME OF PANDEMIC
Pandemics are Darwinian. Attacking the weakest, only the fittest survive. Pandemics attack businesses in the same Darwinian way. Major organisations with deep pockets, strong products and ample resources are thriving…
Culture – The Breakfast of CX Champions
“Culture eats strategy for breakfast” is a famous quote from management consultant and writer Peter Drucker. Just to clarify, he didn’t mean that strategy was unimportant – but that having…
Is the sound of your own voice drowning the Voice of your Customer?
I read this recently in an article by a leading Customer Experience Management Consultant who was discussing whether the ‘customer feedback survey’ was dead or not. His conclusion was that…