Interaction Analytics is a game changer for customer service leaders. Why? Because a lack of credible insight into which issues currently …Read More
Thought Leadership
The Dangers Of Declaring Social Customer Service ‘Business as Usual’
Two things happened today that brought a particular experience into sharp focus. It was a shuddering fear that social customer service …Read More
A Personal View On The State Of Social Customer Service
The mere fact that June and July have been themed ‘social customer service’ month in two major industry sites mycustomer.com and ICMI call …Read More
Using Interaction Analytics To Understand Omni Channel Customer Behaviour
In this post, I want to explain how Interaction Analytics can play an important role in understanding and responding to omni-channel …Read More
Why Customer Insight Matters To Every Customer Service Leader
Call centres, or contact centres if you prefer, have been forced onto the back foot during most of their relatively short history. They …Read More
Claridge’s: A Great Place To Discuss Personalised Customer Service
Having enjoyed a previous customer event chez Gordon Ramsey, I knew to expect a belt busting dinner. I was not disappointed! The homemade …Read More
Social Business: The “One Agenda” Milestone
Social Business is a big idea. It is one of the things that tell us we've really left the 20th century behind. It is also proving …Read More
Team Leaders As Performance Coaches
In my last post on the topic of the changing role of a team leader in Customer Service, I promised more about the skills, daily routines and …Read More
Customers, Clouds & Claridge’s
Sipping fine coffee the morning after dinner at Claridge’s is happiness itself. Especially on a warm spring morning when London’s …Read More
Social Media & Financial Service Brands
Social Media and Financial Services are getting to know each other pretty well. There are some obvious opportunities to be grabbed. For …Read More
