Blog
Ben Motteram
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Deriving Insights From Feedback Pt 2
I’m pleased to share the second post in this series on deriving insights from feedback. This one was also co-written with Dan Heilbron, Head of…
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Hot-desking Isn’t Crash Hot
I listened to a wonderful episode of one of my favourite podcasts, Cautionary Tales, this morning. Titled Office Hell: the Demise of the Playful…
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Building A Great CX Team
It was my great pleasure to co-author this post with Nate Brown, Senior Director of Customer Experience for Arise Virtual Solutions and founder of…
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Deriving Insights From Feedback
Today I’m pleased to share a post that was co-written with Dan Heilbron, Head of Customer Experience Advisory Services, Asia-Pacific and Japan at Qualtrics. A…
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The 7 Customer Needs
This post first appeared on the ICMI blog in February, 2022. I started my career in my early 20’s working in the residential contact…
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Overcoming The Great Resignation
The pandemic and the resultant time spent working from home whilst societies were in lockdown has made millions of people re-evaluate the psychological…
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Complaint Management – What, Why & How
Complaint management – the effective handling of customer complaints within an organisation – is a hot topic right now. Go to any online newspaper…
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Helping Customers Reach the Aha! Moment Faster
Today I’m pleased to share a post by Ashley Wilson. Image courtesy of Unsplash As a business owner, you know that your…
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Upcoming Trends in Customer Support
The following post is an interview provided to ProProfs in December, 2019. The promise of a delightful customer support experience comes with the responsibility…
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“The Customer is Always Right” – Who Do You Believe: Customers Or Employees?
This post first appeared on CentraCX’s blog in March, 2021. Contrary to conventional thought, this phrase never originated as a demand from a customer.…