Why Now? Ever since the pandemic struck, empathy has been bubbling up to become part of our current zeitgeist. Service, Sales, CX, …Read More
Emotive CX
Emotive CX for Customer Interaction
Something I wrote for Enghouse Interactive If customer experience management is about anything, it could be described as a determined …Read More
A 40 minute video introduction to Emotive CX for Customer Interaction
One of pioneers in Emotive CX is Seth Grimes. He has been running conferences for the last decade on the topic. Seth ran a London version …Read More
COVID Needs Both Short & Medium Term Customer Service Strategies
Speed Of Change During my time working with the Coveo team over the last few months, listening to customer stories during online pizza …Read More
Customer Experience Management – COVID Demands It’s Time To Change The Narrative
This article is intended as a provocation around how the CX community likes to see its value and the associated narrative often told to …Read More
Using the Lens of Human Emotion To Improve CX
According to Lisa Feldman Barrett and other leading neuroscientists, emotion is a constant. It is part of our brain’s core function - to …Read More
Communicating In Anxious Times
I'm inspired by all who are keeping things going. Health workers, emergency services, customer services, volunteers, parents doubling up as …Read More
Early EX Lessons from Emotive CX
The core principle that drives Emotive CX is that customer needs and expectations span both the functional and emotive. As a result, …Read More
Talking Emotive CX – with Mark Hillary
Mark Hillary runs a great podcast called CX files. He invited me to share what I've been up to in Emotive CX. The ideas flowed between …Read More
Pushing Back In An Increasingly Human-Free World
You Influence More Than You Realise I view my current focus on mentoring organisations to plan and scale Emotive CX as part of a wider …Read More
