Webinar Recap 29 July 2026 Customer experience problems are not always obvious from inside an organisation. Sometimes the warning signs are clear. Customer satisfaction scores fall, complaints rise and negative reviews begin appearing online. But more and more often, a broken customer experience isn’t loud and full of complaints. If you missed the webinar on […]

In this week’s Wednesday Webinar Series, I spoke with Georgia Sheehan, Principal Recruitment Partner for CX and Sales at Talentpath Recruitment, about the current CX recruitment market, the trends, and what employers are really looking for when hiring customer experience, sales and frontline leaders. From changing customer expectations to AI resume screening, the conversation highlighted […]

27 May was a practical How-To webinar with Claire on designing great customer experiences for Gen Z. For a while there, millennials were blamed for the collapse of almost every industry.  Department stores. Breakfast cereal. Diamonds. At one point, we were apparently responsible for the demise of the napkin industry, simply because we could not […]

On Wednesday 22 April, I sat down with Siân Howatson, Head of Customer Insights & Automation at Swyftx, for a candid fireside chat on what it really looks like to implement AI in customer experience. We unpacked what it actually takes to implement AI successfully, beyond the hype. From knowledge bases to ROI, this was […]

The Problem: The Billion-Dollar Perception Gap For too long, Customer Experience (CX) has been marginalized as the “fluffy” department—a cost center focused on “empathy” while the rest of the C-suite speaks the language of Net Revenue Retention (NRR) and EBITDA. This disconnect is financially reckless. The data is unambiguous: Harvard Business Review research reveals that […]

AI is accelerating. Customer Trust is lagging. What are the road rules? Customer Contact Week Australia New Zealand took place in Sydney on the 18th and 19th of March. This year’s theme was The Future of Contact: Seamless, Intelligent, Deeply Human.  The theme rang through loud and clear across the two days. Artificial intelligence (AI), automation, and agentic […]

Great Customer Experience Should Create Revenue Good customer experience is a “nice to have”. If it isn’t adding revenue though, what is the point?  I said what I said.  A customer experience consultant and expert doesn’t think it’s ok to have a good one unless it’s doing something else for your business. Customer experience is […]

The Net Promoter Score (NPS) is probably the most overrated, overused and misunderstood number in customer experience (CX). And it has an absolute chokehold on the industry. For a metric that is so synonymous with the CX industry, it is completely misaligned with the actual CX. Sometimes it can feel like pointing out the emperor’s new clothes! Everyone is praising […]

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Find tips on everything from making more tips to how to hire the right customer service reps. There is something for everyone on the channel – business owner or employee!

Customer surveys are important. We need to ask questions to understand how our customers feel about our products, our services, our business. For example, “What do you think about this offering?” But sending that survey without questioning the questions regularly is detrimental to understanding your customers’ changing needs. Sometimes you just need to change a question. And sometimes that […]