Neil Davey

134 Flips | 4 Magazines | 1 Like | 1 Following | 1 Follower | @neilcdavey | Editor of MyCustomer.com, covering customer service, customer experience management, marketing, sales, social media and CRM.

How CX professionals can make themselves indispensable

New research has revealed that customer experience is a risky profession.<p>In <i>How Many Customer Experience Professionals Will Survive 2017?</i>, TribeCX …

Are customer experience professionals facing the axe?

I came across this article on Yahoo Finance recently. It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive …

CRM: Suffering an identity crisis or a step closer to the Holy Grail?

All is seemingly rosy in the land of CRM. The market continues to be a prosperous one, having increased year on year to become worth $26.3 billion by …

Artificial Intelligence

Infographic: The cost of poor quality customer data

How much does poor data cost your brand? According to a study by Royal Mail Data Services and DataIQ, businesses are losing an average of 5.9% in …

CEM maturity model pt 2: Developing a customer-centric culture

MyCustomer recently highlighted the growing popularity of the CEM maturity model - a framework created by DHL Global, in collaboration with Ovum, …

14 risk tests to assess every sales opportunity

If you were working in the health or social services, or in the nuclear, aerospace, oil, rail and military industries, you would be well aware of the …

How to identify the best organisational structure for your customers

<i>This is an updated extract from Adrian Swinscoe’s 2016 book,</i> <i>How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing</i><i>.</i><p>Over the years …

Marketing technologies 2017: A puzzling picture

Recent research, conducted for Marketo, looked at the technologies which marketers plan to use in their 2017 marketing strategy and what technologies …

The six hidden requirements for chatbot success

For large B2C businesses, reducing costs through increasing the share of service interactions handled without human intervention is a top priority. …

The Zappos story: Is holacracy a proven structure for improving customer experience?

Tracking the rise of holacracy means immersing yourself in the annals of philosophical thinking.<p>Early traces can be found in the 17th century writing …

CEM maturity model pt 1: Assessing your customer-centric vision

MyCustomer recently highlighted the growing popularity of the CEM maturity model - a framework created by DHL Global, in collaboration with Ovum, …

Customer Experience

How will GDPR influence data modelling?

With the EU approved General Data Protection Regulation (GDPR) due to be implemented in UK on 25th May 2018, this must be a consideration for all …

How to improve the morale of your service staff

<i>This article has been written by guest authors and BT researchers, Dr Tanya Alcock and Dr Jon Malpass, with support from SOAS University of London's</i> …

Employee Engagement

Why Blockchain will revolutionise customer retention and CRM

Blockchain is going to profoundly change the world.<p>A bold claim but one that we feel is justified. So far, blockchain has been the domain of the …

The secrets to successful CX transformation: How to teach the elephant to fly

<i>In part one of this series, we examined the role silos play in hampering the customer experience. In the second half of the series, we will point the</i> …

Sales presentation lessons from the greatest sales deck ever seen

If you, like me, have spent the majority of your working life in the technology sector, you’ve probably sat through more than your fair share of …

76% of marketers see benefits of adblocking

Marketers believe that adblocking will pave the way for a new wave of creativity in their profession, the results of a Chartered Institute of …

Do you need a chief digital officer for successful digital transformation?

The digital revolution is transforming all business departments. Marketing, HR, Sales, Finance & IT all have massive opportunities and considerable …

How four AI startups are helping brands exploit customer reviews

By 2010, a quarter of Americans (24%) had posted product reviews or comments online, and 78% of internet users had gone online for product …

Three new insights that make the case for more CX investment

If you are like other CX pros, at some point in your CX career you’ll encounter the “money question.”<p>Your CEO will ask you: “What's an improvement in …

What defines a good service culture – and how can service design help?

<i>The following article is an abridged extract taken from</i> <i>Woo, Wow, and Win</i><i>, by Thomas A. Stewart and Patricia O’Connell.</i><p>Companies rightly boast when …

How DHL Freight built its CX programme – and what we can learn from it

Much has been written about the emergence of customer experience as a key competitive battleground for businesses - a Gartner survey of marketing …

UK consumers put £20 value on their personal data

How much is your customers’ data worth? Taking Facebook as an example, if you apply the logic that the social network’s value is entirely driven by …

Customers

What is a customer intelligent company – and how can you become one?

<i>The following article is an abridged extract taken from The Customer Experience Book by Alan Pennington.</i><p>Let’s explore the notion of the ‘customer …

Customer Experience

Infographic: The changing face of CRM

Customer relationship management has evolved and improved impressively in the last few decades. It has now become an essential tool which has changed …

Customer experience process mapping: How to kill stupid rules that are killing your CX

We spend a lot of time in companies discussing “process mapping,” which is — theoretically, and sometimes in reality — a way to make our processes …

Excellent event experiences: 10 features of successful campaign design

What are some critical elements you should have front of mind when designing event experiences?<p>Here are 10 characteristics that I’ve learned should …

How to tackle the operational silos that damage customer experience

It’s a cautionary tale. 14th November 1999, and audience members in the Venetian ballroom at the Sands Expo and Convention Centre in Las Vegas wait …

Eight real world lessons that can be applied to B2B customer service

Many of our daily interactions and situations have an array of complex psychological layers that we’ve grown so accustomed to, we don’t even notice …

Sales teams: How to ensure you have the right people in the right roles

Jim Collins “Good to Great” has been the inspiration for many CEOs who are determined to elevate their companies from run-of-the-mill to lasting …