Contact Centre Trends 2021 with Ozonetel
CXSA’s Hassan Mohammad weighs in with some thoughtful views on the future of Customer Experience with Ozonetel. “2020 has taught us how to survive in what was…
Category: Influence
Navigate CX Sector Spotlight: Delivering on the Customer Promise with Olga Budieri
In this Navigate CX Sector Spotlight, CXSA’s Hassan Mohammad speaks with Global Head of CX at Aramex, Olga Budieri about how the COVID pandemic has…
Want to know how to boost your brand? Become a powerhouse connector!
Someone once told me that success in life is determined by the people you meet and the books you read. Your network really is your…
Five great tips to grab senior management attention on CX
You need to brush up your sales techniques to get the right focus Have you heard any of these from senior stakeholders in some shape…
The number 1 reason driving Customer Experience failure
Anybody who is in a customer experience leadership role knows their job is hard. Too much lip service. Too little action. Recommendations not getting acted…
4 simple ways you can increase your visibility
Developing your visibility in line with your brand, reputation or profile is essential. It’s not just because it’s good to be remembered. It’s also good…
Who is accountable for making the customer agenda really work?
It’s probably down to one person Last week one of my customers asked me a question: why are respected practitioners commenting that Customer Experience is…
NPS Best Practices
I spoke at the Corinium CCO Fall Conference. One of the discussions we had was on the very popular topic of NPS and its efficacy…
Forget Best Practice – it won’t get you anywhere
Gaining a competitive edge requires you to go beyond accepted norms One of the values that I have always believed to be critical to customer…
Tell your story and change your team’s performance
“Ironically, teams succeed because they are exceedingly human. By acknowledging the imperfections of their humanity, members of functional teams overcome the natural tendencies that make…
