When we talk about attention, we’re actually talking about engagement –...
Today’s interview is with Walter Flaat, dentsu Canada’s Chief Data Officer. We talk about a new whitepaper that they’ve just published on the Attention Economy, what […] The post When we talk about...
View Article25 behavioural biases and how they influence the choices our customers make –...
Today’s interview is with Richard Shotton who is the Head of Behavioural Science at Manning Gottlieb OMD and author of the book: The Choice Factory: 25 […] The post 25 behavioural biases and how they...
View ArticleBeyond digital and what many CMOs should be considering putting into their...
Last year I wrote a piece called 3 Customer Groups That Are Being Overlooked In The Customer Experience Whirlwind. In it I ventured that there were […] The post Beyond digital and what many CMOs should...
View ArticleCustomer service, people and how caring does scale – Interview with Gary...
Today’s interview is with Gary Vaynerchuk and follows on from my recent interview: Unruly engagement, creativity and collaboration is built on two things: People and Places […] The post Customer...
View ArticleExecutives are customers too. So, why the perception gap on what influences...
photo credit: hunter.gatherer A few days ago across at Marketing Pilgrim, Cynthia Boris wrote 70 Percent of Consumers Won’t Buy from a Company They Don’t Like. […] The post Executives are customers...
View ArticleIs Social Media and the Internet Making Bennis’ Predictions Come True?
I was reviewing a relative old book (it is now over 20 years old) the other day: Warren Bennis’ On Becoming a Leader. In his book, […] The post Is Social Media and the Internet Making Bennis’...
View ArticleThe Strength of Your Brand is Not Dependent on the Size of Your Marketing Budget
Imagine you are in a situation, whether with friends or with work colleagues and you need to buy something: a new computer, a new car, a […] The post The Strength of Your Brand is Not Dependent on the...
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Five blind spots that get in the way of customer understanding and growth –...
Today’s interview is with Toni Keskinen, who is the Co-Founder, Chief Product Officer & Chairman at 180ops, a revenue intelligence platform built on account-based customer data […] The post Five...
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Is the Law of the Instrument hindering enterprise AI investments?
Two recent studies found that many enterprises are currently experiencing mixed results with their AI initiatives and investments. For example, Accenture examined over 2,000 generative AI projects and...
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SRM and why it matters to growth and customer experience – Interview with...
Today’s interview is with Ryan Hamilton, an Associate Professor of Marketing at Emory University’s Goizueta Business School, an author and the co-host of The Intuitive Customer […] The post SRM and...
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Accelerating legacy transformation with Pega’s Blueprint solution
Late last year, while attending an Applied Strategic Foresight course at the Copenhagen Institute for Future Studies (CIFS), I learned about a model called the Futures Triangle. […] The post...
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Employee understanding and cracking the code of a better employee experience...
Today’s interview is with Annette Franz, an author, speaker and founder and CEO of CX Journey Inc. She is also an old friend of the podcast […] The post Employee understanding and cracking the code of...
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From one-shot answers to continuous outcomes: Why CX leaders need...
This is a guest post by Indresh Satyanarayana, VP Product & Technology Labs, Aquant The paradox of GenAI in service Generative AI has swept through […] The post From one-shot answers to...
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Without context, an insight is worth nothing – Interview with Jochem van der...
Today’s interview is with Jochem van der Veer, the Co-Founder and CEO of TheyDo, a leading platform for journey management that helps organisations build seamless customer […] The post Without...
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REDUX: What would happen if contact centre agents salaries were doubled?
Recently, I came across Marc Bernstein’s podcast conversation with Sam Wilson, CEO of 8X8, about reimagining the contact centre. In their conversation, Sam cited some US […] The post REDUX: What would...
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Voice still reigns in customer service – Interview with Nikola Mrkšić of PolyAI
Today’s interview is with Nikola Mrkšić, Co-founder & CEO of PolyAI, a leading supplier of Conversational AI for automated customer service. We talk about some recent […] The post Voice still...
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How a healthcare insurer got automation right by putting its clients first
Recently, Adrian Murray and Brent Baiotto, Fisent’s Founder & CEO and COO, respectively, told me a story about a healthcare insurance company they are working with […] The post How a healthcare...
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The future of CX and agentic CX – Interview with Sid Banerjee of Medallia
Today’s interview is with Sid Banerjee, Chief Strategy Officer at Medallia, a leading provider of customer and employee experience management solutions. I first talked to Sid […] The post The future...
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Low intent, high value: Why casual browsers matter more than you think
This is a guest post by Dave McEvoy, the Director and founder of DMAC Media. When browsing online for a product or service, most of us […] The post Low intent, high value: Why casual browsers matter...
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Customer-centric innovation and Amazon’s PRFAQ – Interview with Marcelo Calbucci
Today’s interview is with Marcelo Calbucci, an entrepreneur, innovator, technologist, and author. Marcelo joins me today to talk about his new book: The PRFAQ Framework: Adapting […] The post...
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