VP & Global Research Director of Customer Engagement contact center in the cloud, CRM, WFO, VoC, customer analytics
London, England
Joined May 2009
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What fun stuck on flight BA8757 going no where from Orly airport #ba – at Paray-Vieille-Poste, France
@IKEAUK unacceptable customer service, Sunday at 8 o'clock 30 mins wait time!! 2 visits to store, still given wrong spare part!! very nor good
I my view NLP is key to #CX, understanding customer issues, identifying trends, categorising interactions - multiple uses not forgetting #chatbots xitter.cf/ventanaresearch/status…
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Top tip for 2018, find out why your customer engage with your company and take action to address the root cause of their issues #CX
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57 Insights from leading brands and experts on what it takes to deliver a Wow customer experience: Part 1 by @adrianswinscoe customerthink.com/57-insight… via @CustomerThink #CX
Why Are Companies Investing in Customer Retention? bit.ly/2CXbV9Q via @emorphy I am with @MerijnGRW, this is not a CRM issue any more, it is about how companies engage with their customers #CX
With all the talk about #CX, it is well worth remembering the same applies to how you engage with your customers xitter.cf/billquiseng/status/857…
As agent desktop becomes a key component of improving customer and employee experience, take our survey and see how yours compares to best practices #CX #Desktop xitter.cf/ventanaresearch/status…
Knowing your customers has become essential to #CX success so take our survey and see how your efforts match up to best practises xitter.cf/ventanaresearch/status…
New adaptive WFO product from @NICELtd supports #employeeengagement to help deliver improved #customerengagement bit.ly/2iFGYij #CX
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@StarbucksUK is there ever a time when all the lines into your UK customer service are not busy, been hanging on for ages, not happy
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Catch up on how to use #analytics to provide connected #customer engagement bit.ly/2AGKkMf @ngdata_com #CX
Great use of #customeranalytics from @AllSight to help @Dell improve business performance #CX xitter.cf/ventanaresearch/status…
Most common phrase of the day so far “#CX #analytics without action is pointless” something I say quite a lot myself #EngageEMEA
Thought from metrics session “everything in an organisation is, like it or not, connected” - reaffirming that #CX is an enterprise-wide issue #engageEMEA
Two of the best keynotes around #CX at #Engage2017, good job @Verint nice ending quote “CX is more an art than science “
Interesting point from Shaun Smith during key note “companies shifting focus from profit to purpose” ie compete on #CX #EngageEMEA
As well as billing, organisations need to get customer experience right #CX xitter.cf/ventanaresearch/status…