

Five Lessons Learnt from Customer Leaders at the Chief Customer Officer Forum
The real value of connecting properly with customers The theme of the 34th meeting of the Chief Customer Officer Forum in October was...


The Resolution Holy Grail
The First Contact Resolution Conundrum When a customer picks up the phone, starts a chat, sends an email or heads to a branch, they do so...


Right on Queue - Management's role in killing queues and backlogs
Queues and backlogs seem to be part of life. Much effort in customer facing parts of businesses is focused on measuring, minimising and...


Omni Channel Now It's a Reality - but Still Harder Than it Sounds
One impact of the COVID-19 pandemic on many businesses is that lock downs and restrictions changed the availability of certain channels...


Customer Change Management - If you thought changing staff behaviour was hard...
Carrots and sticks All over the world governments are trying different strategies to encourage the population to get vaccinated. Fear...


Purpose and Culture Beat Strategy for Breakfast
Summary Lessons from the Chief Customer Officer Forum Great businesses shine in a crisis Peter Drucker wrote that “Culture eats strategy...