Back Story I recently judged the L&D category for the CCMA’s national awards. In the process, I noticed quite a few submissions …Read More
Thought Leadership
Real-Time Agent Guidance – Help or Hindrance?
I recently had the pleasure of an hour-long conversation with Mark Lockyer, CallMiner’s international sales director on the progress being …Read More
Why Diversity in CX Matters
Diversity in customer experience is to recognize and respond to distinct customer needs. Some we recognise. For instance, legislation …Read More
Unconscious Bias: turbocharging its EDI impact
Ever since studying theology at University and thereafter becoming engaged in experiential human development, I’ve been drawn to the mystery …Read More
Applying A Sustainability Mindset To Human Capital
Here is another idea I explored pre-pandemic which seems all the more relevant given the current focus on well-being. It's imagined as a …Read More
AI & Culture
A little over a year ago I started thinking about the way AI will change organisational culture and day to day operations. It struck me how …Read More
Understanding Empathy. Its Value & Challenges
Why Now? Ever since the pandemic struck, empathy has been bubbling up to become part of our current zeitgeist. Service, Sales, CX, …Read More
Be Ready. It’s Here, Now and Totally Different
Here's my take on the series of high profile acquisitions currently impacting the customer service/engagement space. Cisco intends …Read More
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
The Technology Now Needed For Customer Service
I was challenged by Leigh Hopwood, the CCMA's new CEO to provide a 90 second summary of technology needs in today's service world. This …Read More
