Why Personalisation Works in a CX Context
When you really boil things down, business is essentially all about solving problems. However, there is a really big difference...
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Q1’20 Venture Pulse Report – Global trends
To economies, public markets, and VC markets around the world, the novel coronavirus COVID-19 was a black swan event. Its...
In this Pandemic, Move How You Listen to Customers—From ASKING to UNDERSTANDING
I want to talk about listening, and especially listening to your customers right now. Recently, I’ve received some questions including:...
Every company is now a Healthcare company
Every December, I write a blog post with the customer experience trends for the next 12 months. One of my...
HOW TO BE PRODUCTIVE WHEN WORKING FROM HOME (WFH)
Although the speed of recent changes for us all has been breathtaking, learning how to be productive when working from...
Sparking A Renaissance In Human Interactions And Relationships: Making Media And Networks Social Again
What started as a Twitter thread evolved into this post. Human interactions have expanded online over the last two decades....
How Long Are Customers Willing to Wait?
With much of the world on lockdown due to the current COVID-19 crisis, contact centers are grappling with both increased...
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Preparing for a post-COVID-19 world
With Retailers and FMCGs (fast moving consumer goods companies) grappling to come to terms with the impact of the COVID-19,...
Microsoft wins five-year deal with Coca-Cola to supply business software
Microsoft Corp on Monday said it had won a five-year deal with Coca-Cola Co to supply business software, including its...
