Why tech help is a no-go area for AI
The one area where AI and bots are most needed will be one of the last to be automated How do you handle a tech…
Category: Knowledge & Education
Customer Experience view of your call center technology
By 2022 the global cloud based contact center market is growing from USD 6.8Bn in 2017 to 20.93Bn in 2022. This makes for CAGR of 25.2%. If you…
What is big data and why should I care?
Big data has become part of our daily language. We read about it. We see companies that are “experts in big data.” LinkedIn is filled…
The future of VOC measurement: Don’t let organisations do it themselves!
When it comes to the subject of Customer Experience (CX), everyone has an opinion. Differing opinions are not a bad thing – it is incredibly…
How often do you offer genuine hospitality?
Nick Bush fills up with hospitality, but wants more Having grown up in a hotel and then a restaurant I am, more than most people…
Can CX save us from a bleak future?
Dystopian visions send Nick Bush a warning about the future of customer experience I misread a message from a colleague yesterday telling me that Gordon…
To keep your fickle customers, focus on repeatable great experiences
Customer loyalty may be overrated, but achieving it is still a challenge Residents of my little pocket of south London are lucky to have a…
Are you an inspirational customer?
Customers should be better at providing meaningful feedback – and service providers should make it easier for them to do so Another caffeinated customer experience gave me a…
Wake up and smell the cologne… how are you inspiring your customers?
“Magic moments” are not the be-all and end-all of customer experience – but they are important Wednesday in Wimbledon – I’d say wet if I…
Having reservations
Recently I went out to see a show with some friends of mine and we followed this up with drinks and dinner. We had a…
