CX & AI: Change for the 'Greater Good'

Written By Michael Smith on the 21st of June, 2023

In the race to capture online consumers, how many brands properly paid attention to the customer...

How to keep Black Friday a positive CX in 2022

Written By Michael Smith on the 22nd of November, 2022

In 2010 Amazon offered huge discounts in the UK, hailing the arrival of Black Friday. So in 2022,...

Is now the Winter of our discontent? CX at Peak

Written By Michael Smith on the 8th of November, 2022

Brands, retailers & online shopping businesses put Christmas to bed in terms of product and...

CXorcising Customer Support: How to Avoid Sucking the Life Out of Your Brand

Written By Michael Smith on the 25th of October, 2022

Halloween isn’t actually that scary.

'Tosspot Robots' Barred From Customer Service Centre

Written By Michael Smith on the 11th of October, 2022

Conservative councillor, Billy Flynn, recently expressed his opposition to chat-bot driven customer...

Look after your Zendesk - why SaaS optimisation is important.

Written By Michael Smith on the 6th of September, 2022

In the post-pandemic world in which we live, we all understand the importance of personal health....

Be Conversational This Christmas

Written By Michael Smith on the 27th of July, 2022

The art of intelligent conversation: the future of customer support

Written By Michael Smith on the 30th of May, 2022

Conversational Support - The Queue Busting Technology Trend for 2022

Written By Michael Smith on the 2nd of April, 2022

Having travelled to Europe recently on business, I had to join the inevitable queue to pass through...

CX Trends: How to make customers fall in love with you

Written By Michael Smith on the 8th of March, 2022

Having digested a number of CX Trends reports, I am left with the distinct impression that what...