I’m fond of pooh poohing those who think that adopting chat or another ‘new’ channel means they have gone digital. This is because …Read More
Thought Leadership
Social Is The Soul Of Digital
I've just returned from Florida. Loved the warmth of the swimming pools. Appreciated the ubiquity of common courtesy that America still …Read More
Whatsup With Social Customer Service?
I've come across quite a few of the brands that offer social customer service here in the UK. Some have attended my masterclass. Others are …Read More
Underneath The Bonnet Of A Customer Hub
This is the third post of my series on customer hubs. I’ve previously explored how they provide a low risk way of developing greater …Read More
“Rub A Dub Dub” We’re In A Customer Hub
The aim of a Customer Hub is certainly more ambitious than just ‘ three men in a tub’. In the first post of this series on Customer Hubs, …Read More
Why Customer Hubs Accelerate Your Digital Agenda
As the need to ‘go digital’ grows ever stronger, more of us increasingly wonder what this means. Is it just about the new tech that keeps …Read More
The Mojo In Great Omni-Channel Customer Service
This is the third and final post on multichannel customer service. It is part of a programme I'm running with Capita in their role as …Read More
How Many Channels Make An Omni-Channel Omelette?
This is the second in a series of three posts exploring the issues around becoming a multi-channel service organisation. Of course you might …Read More
Where We Are Really At In Omni-Channel
My good friend Esteban Kolsky recently said that less than 1% of US contact centres are truly omni-channel. As an ex Gartner legend, Esteban …Read More
P&Q: Proving Employee & Customer Engagement Can Be Improved
Each time the P&Q Challenge completes, I summarise what's been learnt before the next round kicks off. This time I want to focus on one …Read More
