I’m an advisor, speaker and best-selling author on customer service, experience and engagement. I have worked with a range of well known brands as well as numerous fast-growing and entrepreneurial firms. I published a best-selling book (April 2016 - Pearson) called How To
Are Assumptions Hindering Your Delivery Of Great Customer Service?
Customer service teams are dealing with higher demand, rising expectations, and budgetary pressures, which demands a rethink of how to deliver outstanding service.
PegaWorld Themes Speak To The Top AI Implementation Challenges
Announcements at PegaWorld speak to the top two challenges facing enterprises when implementing AI solutions.
Now There Is No Excuse For Not Closing The Loop On Customer Feedback
Most businesses ask their customers for feedback. But, few act on it. Qualtrics' technology is changing that and helping brands close the loop at scale and in real-time.
The Limiting Factor To Achieving Personalized Experiences At Scale
Delta and TSB show what it means to deliver personalized customer experiences at scale. But their achievements also highlight what is holding other brands back.
New Adobe Research: Generative AI Is Changing What Consumers Expect From Brands
Research shows that consumers are increasingly using generative AI in their daily lives. That is influencing what they expect from brands.