Blog
Ben Motteram
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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…
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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…
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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…
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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…
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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…
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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…
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Communicating Price Increases
(Image courtesy of Unsplash) We are all customers of someone. No one can get through life without buying something. Being a customer and…
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The Uphill Challenges of CX
(Image courtesy of Unsplash) Today’s post has been provided by Karl Sharicz, CCXP, the Founder and Principal of CX Partners and ex-boardmember of the…
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Ways to measure your CX… without having to hire a consultant
(Image courtesy of Unsplash) Today’s post is a joint collaboration between myself and Annette Franz. Annette is a recognised customer experience thought leader and board…
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ITIL and CX (Part 2 of 2)
In my previous post, I outlined the history of ITIL, the first four of its guiding principles and how they relate to customer experience. This…