• The Power of Feedback in Healthcare

      Tom Caley is a passionate advocate for employee and customer experience.  His working life began in retail and contact centres—and after a short detour through the world of graphic design—he progressed into contact centre management and call quality management. Recently, Tom has been running the Voice of the Customer
    ....READ MORE

  • 7 Foundations Of A Great CX Program

      I grew up in Adelaide, South Australia. It’s a vibrant, beautiful, well set-out city where the locals will happily remind you of its status as the only capital in Australia settled by free people and not convicts. My mum hosts walking tours around town on which she talks about
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  • Customer Experience Professionals: Things That Drive Us Crazy

            In our previous post, we focused on why we do what we do.  It’s great when we get a successful result in what has become our chosen profession but, as in many others, a number of things can often pop up that will stand between us
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  • 5 Survival Tips for Contact Centre Leaders

      Leading a contact centre is a tough job. When you’re not dealing with unexpected call volumes and unexplained system outages, you’re doing your best to motivate and inspire a multitude of different personalities all while trying to hit a variety of targets. Having worked with many different contact centres, I’ve learned a
    ....READ MORE

  • Thank You

      A few weeks ago, Canada, the US, some of the Caribbean islands and Liberia celebrated Thanksgiving. Originally celebrated as a day of giving thanks for the blessing of the harvest and of the preceding year, it is a day when families come together and humbly count their blessings. We
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  • 5 Tips For Improved Customer Experience in 2017

      Today I'm pleased to share a post by small business journalist, Charlie Wilson.   The marketplace is constantly changing. New trends emerge every other week. With the rise of social media, anything has the potential to go viral - from epic customer experience fails or a funny picture to
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  • Lean and Customer Experience

      A few years ago, I completed an MBA at Melbourne Business School (MBS). As a member of their alumni community, I am often invited to events that are held to further graduates’ knowledge and understanding of specific topics. So when I was recently invited to a presentation titled “Operations
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  • 5 Customer-Centric Attributes To Look For In Your Next Employer

      This post originally appeared on Glance Networks' blog in July, 2015.   I don’t think I’m going out on on too much of a limb when I say that everyone wants to help customers achieve their goals. We want to be customer-centric. It makes us feel good when a
    ....READ MORE

  • CX Professionals: Why We Do What We Do

      This post originally appeared on the CXPA Blog on November 10, 2016. Ben Motteram (BM), Ian Golding (IG) and Karl Sharicz (KS) are three Customer Experience (CX) professionals living on three different continents, all members of the Customer Experience Professionals Association, (CXPA) and each possessing the passion and the
    ....READ MORE

  • Communicating Price Increases

      We are all customers of someone. No one can get through life without buying something. Being a customer and a customer experience consultant provides a rich source of material from which to draw the occasional blog post. And it was an email I received yesterday that has inspired today’s.
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