Revisiting “Jobs To Be Done” with Clayton Christensen

One of the business world’s leading thinkers, Clayton Christensen, died January 23, 2020. He spoke with…

Why the Gig Economy and Customer Service Go Hand in Hand

Roger Beadle, CEO at Limitless explains why agile customer service models are needed and how businesses…

AI Could be Failing Your Company’s CX Strategy – Customer Experience Magazine

Source: AI Could be Failing Your Company’s CX Strategy – Customer Experience Magazine

CX Strategy: When Eating the Elephant, Don’t Boil the Ocean > TheCustomer

Jim Tincher’s piece on CX strategy does a great job addressing the realities of a complex…

6 Proven Ways To Revamp Your Digital Customer Experience | CustomerThink

Ways To Revamp Your Digital Customer Experience

AI, robotics, and automation: Put humans in the loop | Human Capital | Deloitte Southern Africa

The introduction of AI, robotics, and automation into the workplace has dramatically accelerated in the last…

You Shouldn’t Have Told Me That – Shep Hyken

The other day I went out to breakfast with some friends. There were eight of us,…

Keeping employees informed about customer experience transformation efforts

Communication is a critical tool to secure employee buy-in and adoption, and, especially, to educate employees…

How Machine Learning Is Helping Call Centres Improve Their CX

A look at how machine learning is being used to increase Customer Satisfaction in the call…

What really makes customers happy?

Over time, several words have been used to describe the organisational focus on customers. They include:…