cxm.co.uk/compliance-and…

cxnetwork.com/cx-experience/…

A McKinsey study found that merely 26% of transformation initiatives succeed. Most successful transformations have one thing in common: Change is driven through empowerment, not mandated from the top. bit.ly/2ZxpMyu

Employee Engagement: "The best place to start, though, is simply by talking to your people. When you go out on a date you get to know someone by asking questions and striking up a conversation. Do the same thing inside of your organization." Jacob Morgan bit.ly/2zu3rak

“Our focus as a marketing organization is on creating experiences that add value for customers throughout their entire journey,” McLaughlin says. “Based on what we’ve learned so far, Agile could play a significant role in helping us deliver on that.” deloitte.wsj.com/cmo/2019/01/27…

deloitte.wsj.com/cmo/2019/03/10…

(Forbes) One Hundred #Reasons To Be #Optimistic : Despite depressing press reports, there are many reasons to be optimistic about small businesses in the UK. Focusing on customer experience is paying dividends for businesses and .. storiesflow.com/89678791901/re…

5 digital #customer \experience technologies for a winning strategy bit.ly/2U2zDLy

Focusing On Customer Experience Is No Longer Optional bit.ly/2LkyoTS

The best performing businesses all do periodic assessments of their business plans to see how relevant it is and to highlight areas of improvement. - #customerexperience #CX #startup #startupstrategy #businessstrategy customerthink.com/4-growth-strat…

Can’t get to see Medallia at Dreamforce? #DF19 Follow me... stand 601

It’s going to be a fun night at Dreamfest #DF19 Fleetwood Mac

My top 10 trends. CX tech is now skiing downhill, but can practitioners keep up? medallia.com/blog/customer-…

Closing the Customer Feedback Loop: A Practitioner's Guide by CXaaS bit.ly/37IfWOm

Video Humanizes Experience Feedback, Provides Deeper Insights Into What Customers Think and Feel customerthink.com/video-humanize… via CustomerThink

Just love Stella, if you want to keep QA simple but rich and would like to get industry high customer response rates, do dig into this summit sprou.tt/16PdmNUcPy3

Check out my latest article: The Perfect Couple - Digital and the Contact Center linkedin.com/pulse/perfect-… via LinkedIn

I've #justsponsored Andrew Airey, who's fundraising for PAPYRUS Prevention of Young Suicide on JustGiving. Donate now justgiving.com/fundraising/An…

From the #pandemic to the new omnichannel normal, here are the top forces shaping the #ContactCenter of the future. bit.ly/2ZyiDDW