Agile Business / Align / cloud CRM / complexity of customer experience / consumer trends / customer experience / Customer Retention & Loyalty / insights / Leverage / multi channel / New Ways Of Working / omni channel / operating model / Senior Leaders - we are all Customers

Smart Contact Solutions – The Future


In an increasingly Virtualised world – People Crave Personal Contact I thought I’d do a short blog today on something that has it’s roots in the fundamental drivers of Service Change in the UK, and globally. Namely how critical it is now to build Brand Empathy with Customers through your Colleagues. In my view the … Continue reading

Customer Experience and the Contact Centre: The view of a, relatively, young consumer.
Senior Leaders - we are all Customers

Customer Experience and the Contact Centre: The view of a, relatively, young consumer.


As a, relatively, young individual and consumer, I like to think I am somewhat adept when it comes to the use of technology in our day-to-day lives. Being a keen online shopper, with a strong dislike of having to physically shop, having access to my favourite products, brands and companies through my laptop, tablet & … Continue reading

Align / customer experience / Customer Retention & Loyalty / New Ways Of Working

Thin Thinking – One Words Business Strategy – Emotion


Customers & Colleagues Are People It’s great to see all the activity on this subject – not least as it gives me a prod to share one of my ‘Models I keep coming back to’ I actually created draft one of this 20 years ago, to explain the core role of Marketing to a group of … Continue reading

5 Pressure Points faced by Contact Centre Leaders
Align / Broken experience / business echo system / business intelligence / channel complexity / cloud CRM / complexity of customer experience / consumer trends / cost centres / customer experience / Customer Satisfaction / dimesion data / global benchmarking report / insights / Leverage / multi channel / New Ways Of Working / Nicola Collister / nunwood / omni channel / operating model / value centres

5 Pressure Points faced by Contact Centre Leaders


Trends impacting Customer Contact Centre Leaders today: So in my blog last week (consumer trends) I highlighted the trends that are impacting customer behaviours today which are: Personalised customer interactions Multi channel everything Fast increasing customer expectations A shift from one size fits all The rise of influencers With this as the backdrop and ever … Continue reading