Blog
Customer Service
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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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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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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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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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Upcoming Trends in Customer Support
I recently provided an interview to Jared Cornell of ProProfs Chat where we explored areas like customer-centric strategies, emotional intelligence and the upcoming role of chatbots.…
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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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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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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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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…
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ITIL and CX (Part 1 of 2)
Chances are you haven’t heard of ITIL before. In the work I do with IT Helpdesks though it’s very well-known and has been widely…