Paul Weald
Paul Weald
Having worked for some 30 years in the contact centre industry, I have built up a vast array of experience across all aspects of people, process, technology, operations and Customer Experience. The latest innovations - such as customer service crowdsourcing and digital money saving apps - are now making it so much easier to provide new methods of customer engagement using digital communities.
Why internal process rules should never trump Customer Experience
This is a real world B2C customer story of an UK energy supplier with a good reputation – they score 4.6 (out of 5)...
Why Operational Innovation is the missing ingredient to enable Generative AI
Synopsis: One of the key attributes of the digital age is that change programmes can be informed by data, using Generative AI based analytics to...
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...
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...
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...
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...
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...
A practical guide to blending bots, the crowd and live agents in your contact centre of the future
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...