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 […]

Get a sense of who we are and check out the YouTube Channel for fun and free advice about the Customer Experience!

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 […]

The customer is always right. This has been the golden rule of customer service forever, but is it correct? 

The truth is, the customer is not always right.

Customer retention is everything. Today many companies are obsessed with striving to create unique experiences that delight customers to keep them coming back for more. However, before we focus on delighting customers, we need to get the basics right.

Customer service and customer experience are often used interchangeably, but they are  two very distinct concepts. So what’s the difference?  Customer service specifically refers to the interactions that customers have with a company’s employees. Customer experience encompasses all of the interactions and touch points a customer has with a company, including its products, services, brand, […]