Any article that myself and the brilliant Bob Furniss are both in is very good in my book!
Click through to read this great writeup of our respective ICMI Connections sessions.
Here’s my section…
Continue reading →Customer Experience
My ICMI Connections Speaker Slot: Fantastic Bots & How to Build Them
In late October I had the privilege to present at ICMI Connections 2019 in Chicago. My session was called Fantastic Bots and How to Build Them – an hour-long trip through chatbot goals, planning and implementation.
Continue reading →The Art & Science of Customer Experience
I jumped at the chance to collaborate with my friend Nate Brown, co-founder of the awesome CX Accelerator community, on a blog post idea that we’d chatted about at the recent ICMI Expo.
Here we get down to the nitty-gritty of whether CX is an artistic or a scientific discipline, and how the two interact.
Continue reading →I’m a CX Accelerator Community Organizer!
Very proud to announce that I’m now a community organizer for the awesome CX Accelerator community on Slack!
I’m a big promoter of communities of practice to support professional learning, so it’s a real pleasure to be involved with this group and to be able to support the good work Nate and the team have put in to expand and share knowledge relating to CX, both inside and outside of the contact center.
If you haven’t yet checked out the community, click through to take a look at what it offers, what others say about it, and see how you can join.
I’d love to see my blog readers sign up and join in the fun and learning – please do mention that I sent you!