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Amazing fact – employees are human after all!

I grew up in a home where my dad worked at the same company for almost 30 years – something I could never fathom as I’ve held various positions at different companies by choice. In fact, like many of my peers, I’m now working in a totally different field from the one I studied, and loving every moment of it. …

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Customer Experience rescue lesson: The art of an apology

Physiologically we are inclined to activate the lizard brain when we have an angry customer on the phone and we can choose one of two reactions: fight, which results in a defensive response or flee, which results in loss of connection or disengagement that erodes any glimpse of recovery. In my coaching of front-line customer service representatives over the years, …

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A Tribute to my CX hero’s

What would CXday be without gratitude and acknowledgement for my CX hero’s. The people who inspired me and gave me the clues and hunger towards solving the never-ending CX mystery. I am going to name some names here as well as links to their work and I promise you without a doubt, if you follow their teachings and read what …

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Customer Experience 2014 and Beyond (CEM Africa Presentation)

It was such a blast presenting and running two workshops at the CEM Africa Summit this year. It’s enriching to meet fabulous and interesting people and also learning from the participation and contribution of everyone who attended. Here are the conference presentation. Feel free to re-use this presentation. Drop me an email if you have trouble downloading from the link …

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The dark side of to-do lists

I am looking at the lists that I made every morning this week and I feel nothing but despair and failure… Every list has but one or two items crossed off, and various new items added every day. I feel like I have not achieved anything. In fact, I feel more behind with my workload than when I started the …

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What does 2014 hold for Customer Experience?

2014 Predictions from Customer Experience guru’s I asked a few local and international Customer Experience practitioners, that I really admire for the work they do, to give me their view on what they think the trends are going to be in 2014 that businesses need to keep an eye out for. So if you are curious to see what they …