Blog
Customer Experience
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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 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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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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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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Keeping The Customer Front Of Mind
“How do you keep the customer front of mind when everybody is working remotely right now?” This was the question that Annette Franz…
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Focus On Your Detractors
This post first appeared on CentraCX’s blog in April, 2021. Image courtesy of Unsplash. We all know someone who is unconditionally in love with…
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The 2 Technologies All Great CX Businesses Use
I’m pleased to share a guest post by Luis Melo CCXP, author of DoctorCX.org. Technology can manifest itself, or come to life, in…
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Developing a CX Program of Work
Image courtesy of Unsplash As a CX manager there comes a time when you have to start implementing changes within your organisation to help…