Customer retention: Increase customer switching costs by doing something that...
This is the ninth in a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It […] The post Customer retention: Increase customer switching costs by...
View ArticlePersonal engagement develops loyalty and trust.
This is the sixth of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It […] The post Personal engagement develops loyalty and trust. first...
View ArticleClient relations – A phone call is worth 10 emails. A meeting is worth 100 calls
This is the fourth of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It […] The post Client relations – A phone call is worth 10 emails. A...
View ArticleChange is happening in the legal sector, law firms need to pay heed and...
Law firms have been getting a lot of attention in recent weeks. Whether it is about the level of service they provide to their clients, the […] The post Change is happening in the legal sector, law...
View ArticleHonesty and transparency with clients and prospects builds better retention...
photo credit: dandelionfourteen This is the second of a series of interviews with CEOs that were included in a book I wrote in late 2010 called […] The post Honesty and transparency with clients and...
View ArticleConsumers, customers and clients: The same or different in your business?
A photo of an old ipod and an ipod nano. The same or different? For some they would say they are different but for others they […] The post Consumers, customers and clients: The same or different in...
View ArticleBusiness Growth and the Coffee Table Book
Now I am sure you are asking: what can he be on about? Coffee table and business growth? Let me explain. One of my clients was […] The post Business Growth and the Coffee Table Book first appeared on...
View Article…..after the Who comes the Why, Where, What, How and When
In a recent post I talked about investing time getting to know who your ideal customer is. Now that you have a picture(s) of your ideal […] The post …..after the Who comes the Why, Where, What, How and...
View ArticleDrive business growth by getting closer to your existing customers
Adrian is currently away on a holiday adventure so we thought you’d enjoy a dip into the archives to re-visit some posts that you have not […] The post Drive business growth by getting closer to your...
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Five blind spots that get in the way of customer understanding and growth –...
Today’s interview is with Toni Keskinen, who is the Co-Founder, Chief Product Officer & Chairman at 180ops, a revenue intelligence platform built on account-based customer data […] The post Five...
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Is the Law of the Instrument hindering enterprise AI investments?
Two recent studies found that many enterprises are currently experiencing mixed results with their AI initiatives and investments. For example, Accenture examined over 2,000 generative AI projects and...
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SRM and why it matters to growth and customer experience – Interview with...
Today’s interview is with Ryan Hamilton, an Associate Professor of Marketing at Emory University’s Goizueta Business School, an author and the co-host of The Intuitive Customer […] The post SRM and...
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Accelerating legacy transformation with Pega’s Blueprint solution
Late last year, while attending an Applied Strategic Foresight course at the Copenhagen Institute for Future Studies (CIFS), I learned about a model called the Futures Triangle. […] The post...
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Employee understanding and cracking the code of a better employee experience...
Today’s interview is with Annette Franz, an author, speaker and founder and CEO of CX Journey Inc. She is also an old friend of the podcast […] The post Employee understanding and cracking the code of...
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From one-shot answers to continuous outcomes: Why CX leaders need...
This is a guest post by Indresh Satyanarayana, VP Product & Technology Labs, Aquant The paradox of GenAI in service Generative AI has swept through […] The post From one-shot answers to...
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Without context, an insight is worth nothing – Interview with Jochem van der...
Today’s interview is with Jochem van der Veer, the Co-Founder and CEO of TheyDo, a leading platform for journey management that helps organisations build seamless customer […] The post Without...
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REDUX: What would happen if contact centre agents salaries were doubled?
Recently, I came across Marc Bernstein’s podcast conversation with Sam Wilson, CEO of 8X8, about reimagining the contact centre. In their conversation, Sam cited some US […] The post REDUX: What would...
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Voice still reigns in customer service – Interview with Nikola Mrkšić of PolyAI
Today’s interview is with Nikola Mrkšić, Co-founder & CEO of PolyAI, a leading supplier of Conversational AI for automated customer service. We talk about some recent […] The post Voice still...
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How a healthcare insurer got automation right by putting its clients first
Recently, Adrian Murray and Brent Baiotto, Fisent’s Founder & CEO and COO, respectively, told me a story about a healthcare insurance company they are working with […] The post How a healthcare...
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The future of CX and agentic CX – Interview with Sid Banerjee of Medallia
Today’s interview is with Sid Banerjee, Chief Strategy Officer at Medallia, a leading provider of customer and employee experience management solutions. I first talked to Sid […] The post The future...
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