Paul Weald

When loyalty counts

I had a nice surprise when I checked into my hotel room in Manchester last week on a business trip. There was a simple hand-written post card addressed to me, that included one piece of information that took my breath away. It may have...

The bereavement process – a CX perspective

A key moment of truth You would expect that most consumer facing organisations should have simple and effective processes in place to handle the situation when someone dies, treating these scenarios as key moments of truth from a Customer Experience perspective. And as the person...

Brand engagement in post pandemic inflation based times

Synopsis As a society we have all lived through 18 months of disruption caused by the COVID pandemic, and now as things start to get back to the ‘new’ normal, there is an emerging economic threat on the horizon – rising costs and inflation. For...

Why marketers should exploit micro-influencers in digital messaging support across their pre-sales customer journeys?

Synopsis: The problem that every marketer faces is that their world has been turned upside down through COVID – which current solutions alone cannot fix now that we live in a more disconnected remote world. Digital conversations are fast becoming the new currency of...

What role will messaging play in your contact centre of the future?

Synopsis With all the hype around the development of AI driven chatbots – you would be forgiven for thinking that messaging is now common place in every organisation’s contact centre strategy? Whilst Customer Service use cases are emerging from the early adopter pioneers using Messenger...

A practical guide to blending bots, the crowd and live agents in your contact...

Synopsis There is much hype around the notion that robots will be taking over contact centre jobs within the next five years. But for those of us who have been in the industry since the 1990s then there is a more measured response. We expect...

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