News
March 10, 2017

Customer Experience in the Spotlight

I recently had the opportunity to speak on camera with Jeremy Maggs, a local business…
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Podcasts
May 30, 2019

Closing the customer feedback loop: CX Mini Masterclass – E42

This CX Mini Masterclass explains what it means to close the customer feedback loop. Show…
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Podcasts
May 23, 2019

Employees are your VOC secret weapon: CX Mini Masterclass – E41

This CX Mini Masterclass explains how to leverage employees to bolster your VOC (Voice of…
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Podcasts
May 16, 2019

Bring customer insight to life through personas: CX Mini Masterclass – E40

          This CX Mini Masterclass explains how to put your Voice…
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Podcasts
May 9, 2019

Understanding Voice of Customer: CX Mini Masterclass – E39

This CX Mini Masterclass explains the Voice of Customer (VOC), how this differs from CX…
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Podcasts
May 2, 2019

Delivering luxury customer experience in the safari industry: interview with Troy Smith – E38

Troy Smith, the owner and managing director of True Africa, shares his perspective on understanding…
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Insights
May 2, 2019

Guest blogging for Kayako: 5 Ways to Empower Teams to Deliver Great Customer Service

The team at Kayako recently invited me to contribute as a guest writer for their…
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Podcasts
April 25, 2019

Customer experience culture starts with hiring: CX Mini Masterclass – E37

      This CX Mini Masterclass explains how an organization's recruiting practices set the…
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Podcasts
April 18, 2019

Customer Strategy vs. business risk: CX Mini Masterclass – E36

This CX Mini Masterclass explains investigates how to find the balance between mitigating business risk…
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Podcasts
April 11, 2019

Customer Service without subservience: CX Mini Masterclass – E35

This CX Mini Masterclass explains how to fortify your organization's service culture through the concept…
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