The World
of CX

If you want to get Customer Service right, start with the basics

A quick look at LinkedIn and you find a plethora of CX experts wanting to strategise and theorise but often ignoring some of the fundamental basics needed to deliver sustainable best in class CX. Put simply, there’s no point building a house on foundations of sand.
Take a look at this article for a few simple questions you need to ask yourself as a business

Read More »

Customer Centric Culture Change from the bottom up

It’s often said that culture starts from the top and has to be driven by the CEO and the most senior team in the organisation. I don’t disagree but there are also lots of ways that you can change culture from within your organisation, starting small and creating a ripple effect that gathers momentum and delivers real change.

Read More »

Outsourcing 2.0 – Diversification vs Consolidation

In all areas of business there is a periodic question: should we consolidate our supply chain or should we consciously seek to diversify? All business operating models have been tested and altered since the start of the Covid–19 epidemic. Customer management and contact centre frameworks and approaches are no exception and the question of whether to consolidate or diversify suppliers is frequently addressed.

Read More »

How can you gain altitude as a CX leader?

Over the last couple of years, I’ve come across lots of articles in the customer experience space that focus on topics such as the ideal organisational set-up to succeed at CX; what titles CX leaders should aspire to; what the ideal reporting line is for CX leaders, and so on. Whilst the different perspectives on this are interesting, I feel these points of view fall short of providing the kind of practical advice which can help customer experience leaders succeed in their roles, as the guidance centres on areas that fall outside of their individual control.

Read More »

CS to CX at the heart of your business

We live in the year 2022. Over the many decades much has changed with the advent of technology. A constant that has been silently and relentlessly driving global economies has been you and I, the ever willing and loyal customer. That constant variable is you and I.

Read More »

ChatLingual Accelerates Global Expansion with UK Headquarters

ChatLingual, the global, multilingual contact centre platform provider, today announced new UK Headquarters as it expands its innovative solution to enable agents to communicate in 100 languages in real time. The announcement follows news that ChatLingual recently closed a Series A funding led by Lewis & Clark Venture Capital.

Read More »

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 a clearly identifiable and inclusive culture was a better route to organisational success. This idea has long influenced my own thinking about what made some businesses more successful than others, particularly when it came to delivering a consistently memorable and sustainable customer experience (CX).

Read More »

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 the survey is still a very valuable tool for engaging with customers, but that businesses need to change the way they do it. Surveys should focus more on allowing customers to tell them about the things that are important to them, rather than forcing the customer to answer questions about things that are important to the business.

Read More »

People not Bots are to Blame

If you want to succeed in connecting your business purpose to the outcomes your customers crave and buy more of from you in preference to competitors… then you need to step up to the People (Not Customer) Experience plate and engage in the sort of business wide outcome orientated change that makes the most of your greatest asset – Your Colleagues – by engaging and aligning them to the things that deliver the greatest return on investment for all stakeholders – including Customers.

Read More »

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 long as telephone numbers. Qualtrics announced their purchase of Clarabridge for $1.125bn (1) and Medallia were taken into private hands for $6.4bn (2).

Read More »

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 in the current environment. But for others who are not so favourably endowed, survival depends on the ability to change and to do so quickly.

Read More »

If you want to get Customer Service right, start with the basics

A quick look at LinkedIn and you find a plethora of CX experts wanting to strategise and theorise but often ignoring some of the fundamental basics needed to deliver sustainable best in class CX. Put simply, there’s no point building a house on foundations of sand.
Take a look at this article for a few simple questions you need to ask yourself as a business

Read More »

Customer Centric Culture Change from the bottom up

It’s often said that culture starts from the top and has to be driven by the CEO and the most senior team in the organisation. I don’t disagree but there are also lots of ways that you can change culture from within your organisation, starting small and creating a ripple effect that gathers momentum and delivers real change.

Read More »

Outsourcing 2.0 – Diversification vs Consolidation

In all areas of business there is a periodic question: should we consolidate our supply chain or should we consciously seek to diversify? All business operating models have been tested and altered since the start of the Covid–19 epidemic. Customer management and contact centre frameworks and approaches are no exception and the question of whether to consolidate or diversify suppliers is frequently addressed.

Read More »

How can you gain altitude as a CX leader?

Over the last couple of years, I’ve come across lots of articles in the customer experience space that focus on topics such as the ideal organisational set-up to succeed at CX; what titles CX leaders should aspire to; what the ideal reporting line is for CX leaders, and so on. Whilst the different perspectives on this are interesting, I feel these points of view fall short of providing the kind of practical advice which can help customer experience leaders succeed in their roles, as the guidance centres on areas that fall outside of their individual control.

Read More »

CS to CX at the heart of your business

We live in the year 2022. Over the many decades much has changed with the advent of technology. A constant that has been silently and relentlessly driving global economies has been you and I, the ever willing and loyal customer. That constant variable is you and I.

Read More »

ChatLingual Accelerates Global Expansion with UK Headquarters

ChatLingual, the global, multilingual contact centre platform provider, today announced new UK Headquarters as it expands its innovative solution to enable agents to communicate in 100 languages in real time. The announcement follows news that ChatLingual recently closed a Series A funding led by Lewis & Clark Venture Capital.

Read More »

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 a clearly identifiable and inclusive culture was a better route to organisational success. This idea has long influenced my own thinking about what made some businesses more successful than others, particularly when it came to delivering a consistently memorable and sustainable customer experience (CX).

Read More »

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 the survey is still a very valuable tool for engaging with customers, but that businesses need to change the way they do it. Surveys should focus more on allowing customers to tell them about the things that are important to them, rather than forcing the customer to answer questions about things that are important to the business.

Read More »

People not Bots are to Blame

If you want to succeed in connecting your business purpose to the outcomes your customers crave and buy more of from you in preference to competitors… then you need to step up to the People (Not Customer) Experience plate and engage in the sort of business wide outcome orientated change that makes the most of your greatest asset – Your Colleagues – by engaging and aligning them to the things that deliver the greatest return on investment for all stakeholders – including Customers.

Read More »

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 long as telephone numbers. Qualtrics announced their purchase of Clarabridge for $1.125bn (1) and Medallia were taken into private hands for $6.4bn (2).

Read More »

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 in the current environment. But for others who are not so favourably endowed, survival depends on the ability to change and to do so quickly.

Read More »