Blog
Ben Motteram
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Your Customer Experience Strategy Needs to Pull Its Weight
I’m going to get straight to the point: a CX strategy that isn’t tied to the achievement of organisational goals isn’t really a strategy. It’s…
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Employee Understanding – A Chat With Annette Franz (Pt. 2)
I recently had the honour of speaking with Annette Franz, Founder and CEO of CX Journey, about her latest book, Employee Understanding. This is the second…
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Employee Understanding – A Chat With Annette Franz (pt. 1)
I recently had the honour of speaking with Annette Franz, Founder and CEO of CX Journey, about her latest book, Employee Understanding. Our wide ranging chat…
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AI in Customer Experience: The 2025 Transformation and What’s Next
This post is a collaboration with Nabeel Abdul Latheef and follows on from an interview I gave a few years ago on Upcoming…
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The Role of VoC Programs in CX: A Conversation with Ben Motteram
This post first appeared on Help Desk Migration’s website. Customer expectations are shifting, and businesses that ignore them risk being left behind. Here’s a…
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The Shortcomings of NPS and How AI Can Elevate It
Dr. Luke Soon once again collaborated with me on this post. Developed in 2003, NPS (Net Promoter Score) is a metric that has been…
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Improve CSAT with Generative AI and Elevate CX
This post first appeared on Sprinklr‘s blog in June, 2024. In a world where the cost of operating a business has skyrocketed, CEOs are…
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Linking the Human Experience to Value
This post is the result of a collaboration with Luke Soon. Many customer experience transformations stall because leaders can’t show how their efforts will create…
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Building Customer Loyalty Through Employee Advocacy
Today, I’m pleased to share a guest post by Jeanicka Rhey. Navigating the intensely competitive business landscape of today has made it increasingly challenging…
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The Benefits of Orchestrating Customer Journeys
I’ve always found CX case studies hard to come by. Organizations tend to play their cards close to their chests when it comes to…