Resources
Articles
2021
Mar - Quoted in 'The lockdown's lasting impact on customer experience management'
Mar - [Podcast] Predictive Behavioural Analysis, the future of Marketing? with Alexander Low
Mar - Quoted in 'The future of customer experience in retail' report
Feb - 12 new strategies making us optimistic for the future of CX
Feb - Quoted in 'How the dash to digital has harmed customer experiences'
Feb - Are customers trading their digital souls for better CX?
Jan - A New Year Demands a New CX (in Greek, English version here)
Jan - Quoted in 'Has COVID-19 created more compassion in brands?'
Jan - Quoted in 'Customer service budgets are bigger in 2021 - so where will they be spent?'
2020
Dec - Four positive customer service trends to take away from 2020 - contributor
Dec - Does empathy influence customer service - my article in 'Top-20 CX Solution Providers, 2020'
Nov - Why AI and human-centred design should be the priorities for restarting CX programmes
Oct - What research tells us about the key requirements of empathetic service
Oct - [Research Report] - I contributed to this research about empathy and customer service
Sept - Has the growing interest in corporate empathy produced a wave of sociopaths?
Sept - [whitepaper] How to start making the case for investment in customer experience
Aug - How does empathy influence customer service - and what is working well?
July - CX professionals need to prepare for budget cuts
June [vlog] Are you listening to your customers? is the video version of Alexander Low's podcast
June [Podcast] Know me, not about me (or really listening to customers) with Alexander Low
June - Comparing the ROI of different customer experience strategies
June - [Video] A Reintroduction to CX Measurement
June - [Interview] IDC: Ensuring organisations factor in emotions in customer service design
May - Selling the value of customer experience to the Board in the wake of COVID-19
May - Who are the many customer experience voices going unheard - and how is their absence harmful?
May - How to cope with imposter syndrome during a crisis
Apr - Anticipating the world after coronavirus
Apr - How to calculate the ROI of your customer experience programme
Apr - Five key areas to apply innovative people analytics
Mar - The seven evolutionary stages of analytics in the contact centre: How evolved are you?
Feb - CX strategy ran out of steam? How to renew your programme in 90 days
2019
Nov - Is Emotion Analytics in danger of becoming the new religion of CX?
Nov - Neither wholly rational or emotional
Nov - Having your CX cake and eating it too
Oct - Is your CX operating in the 'Zone of Trust'?
May - [Podcast] The Contact Centre of the Future
May - 3 Proven Ways to Solve Chronic Employee Absenteeism
Apr - [Interview] Why is it difficult to understand customer emotions - and how can it be cracked?
Apr - [Interview] How can emotional insight improve customer relationships?
Apr - Three ways to overcome obstacles to omnichannel success
Apr - Differentiate your CX with emotional connections
Mar - [Podcast] Emotion Analytics
Mar - Is Patient Experience about to flatline?
2018
Sept - Don’t Shy Away From Emotional Connections in the Workplace
Aug - If you're serious about CX you must understand employee emotions
July - Listening to the mood music with emotion analytics
June - What GDPR Really Means for Customer Data Analysis
May - Get to the Heart of the Matter by Quantifying Emotion
May - Can you quantify emotions?
Apr - Why churn models need to include emotions
Apr - The Role of Emotions in Customer and Employee Experience
Feb - [Podcast] Customer Delight Doesn't Pay
Feb - How to use data science to understand customer emotions and
Videos
Rethinking Employee Experience
This was an interactive-international discussion, hosted by CX Centric, Alida and Anthrolytics, and sponsored by CX Brussels, where we discussed the changing state of Employee Experience
Operating in the 'Zone of Trust'
A recording of a panel discussion as part of the Last Mile Delivery Conference (http://www.lastmiledelivery.live) in which we discussed: - What the Zone of Trust’ is, and why it matters, how to gauge what your customers expect and whether you are meeting those expectations, and - what it takes to build and maintain a robust delivery mechanism
CX Goalkeeper - second half
In this special edition of the CX Goalkeeper, Gregorio and I discuss the nature of loyalty, personalisation and how to deliver digital empathy at scale across all channelsn and why.
We also talk about the launch of Anthrolytics - a new venture I have co-founded to take Predictive Behavioural Analytics to market.
New CX Strategies for a New Year
This is a recording of my Keynote presentation at the CX Summit -28 January 2021. In it, I describe some of the Customer Experience strategies I believe will define 2021 and beyond.
You can find out more about the summit here: www.cxsummit.gr
Leading the CX Culture (R)Evolution
This is a recording of a panel discussion I moderated at the CX Summit - 28 January 2021. We covered topics such as: - What do we mean by ‘CX culture’? - How does it add value? - What needs to change and how?
You can find out more about the conference at www.cxsummit.gr
I talk to the 'CX Goalkeeper' about Predictive Behavioural Analytics
This december, I had pleasure to talk with Gregorio Uglioni in an episode of the CX Goalkeeper Webcast.
In this video, we discuss how Predictive Behavioural Analytics (a combination of data and behavioural science) can help an organisation to understand why people do what they do, what they are likely to do next, and how an organisation should respond.
The Future of AI in Customer Service
In this video, Peter speaks with three internationally recognised experts in the field of Artificial Intelligence about what the future holds for AI and Customer Service.
The discussion covers:
- The current state of AI in Customer Service
- The importance of empathy in customer service and the role of AI
- What the future holds for AI, and
- What we should be thinking about today, ahead of an AI-enabled tomorrow.
This video was sponsored by Genesys
Customer Engagement in the Experience Economy
This video is a recording of my presentation given at the Smart Communications & Connected Business Virtual Expo
Even though we've had the technology to deliver personalised communications for some time, too many organisations are still using undifferentiated messages.
So, is it any surprise that customers are switching to businesses they feel more ‘connected to'?
The Road to Recovery - CHRO Perspective
The Road to Recovery series is a sequence of short briefings specifically for an executive audience
The Chief Human Resources Officer’s role is to lead a company’s human capital strategy and its people management.
They are responsible for human resource management, including talent acquisition, development, motivation, and creating a positive work culture leading to high employee engagement.
The Road to Recovery - CTO/CIO Perspective
The Road to Recovery series is a sequence of short briefings specifically for an executive audience
The CTO role is primarily focused on the scientific and technological enablement within a business and the CIO helps to set and lead the information technology strategy for an organisation
Both are increasingly vital to the overall performance of a business
This video panel discusses some of the experiencea and challenges they face, adapting to a post-lockdown world
Customer service and empathy’s essential role in an uncertain future
A recording of a panel debate hosted by MyCustomer
Hosted by MyCustomer’s Neil Davey, together with CX Punk Adrian Swinscoe, Genesys’ Dr. Natalie Petouhouff and me, we discussed the role of empathy in service interactions.
Register here to watch the video
From Customer Emotions to Actionable Insights
A recording of my Keynote presentation at the CX-Emotion conference
In this session, I covered turning emotional insights about customers into actions that; differentiate you from your competition, increases sales, protects margins, improves customer satisfaction / advocacy, lowers costs, and reduces customer attrition (churn).
Older Videos
Proving the Value of CX in Recessionary Times
This video explains how to make a compelling business case for Customer Experience in business terms that will appeal to senior managers.
Maximising Customer Value in Banking using Predictive Behavioural Analytics
This video, produced with the Maveric Systems, is a recording of a webinar where I explain how leveraginge predictive behavioural analytics can improve customer satisfaction, drive sales, maximise CLTV and reduce cost in retail banking
Leading with feeling - The future of retail
This video, from my YouTube channel, is the inaugral episode of 'Leading with Feeling' series and we're joined by Greg Randall, international expert on retail who shares some of the findings of a major retail research program.
A reintroduction to CX measurement
This video, from my YouTube channel, is a recording of a webcast about measuring customer experience - June 2020
Are you listening to your customers?
This vlog discussion with Alexander Low of DLA Ignite, talks about the nature of customer experience - June 2020
Ensuring organisations factor in emotions in customer service design
This is a video with IDC's "DevOps Drinks with Gina" where IDC's Gina Smith and Michael Araneta, and I discuss 'Emotive Banking' - June 2020
Past Events
17 March 2021 - the European Privacy & Security Summit (EPSS)
Taking the risk out of International Data Transfers & the big Adequacy decision
Delighted to be co-host and moderator at this conference, where we discussed the changing face of data privacy and security, the new threats and new opportunity
Find out more about the conference here.
20 February 2021 - ITS Virtual Business Summit
Direction and Pace of Reforms for the Post Pandemic Period
As a guest speaker of the Institute of Technology & Science (I.T.S) Mohan Nagar Ghaziabad, I gave a short keynote presentation, followed by being part of an expert panel to discuss what the future holds in a post-pandmic world.
Find out more about the ITS here.
28 January 2021 - CX Summit (Greece)
CX Summit 2021 returned live on your screen on January 28, 2021, to show why CX is the driving force in a complex and more digital world.
The conference presented ways to create, deliver and optimise best customer experiences and answered the question “What Makes Today’s Most Successful CX Leaders?”.
Watch the conference recording here.
12 November 2020 - Global Frontline Experience Summit
The virtual summit for operations, marketing, customer experience, and people leaders committed to making frontline work awesome.My presentation is entitled "The Value of Empathy on the Frontline and to the Bottom Line".
Watch the videos here.
11 November 2020 - Smart Communications + Connected Business Expo
Smart and Connected – Customer Engagement for the Experience Economy - in this presentation I show how modern analytics can be used to automate hyper-personalised messaging.
Find out more here.
30 September 2020 - Unified Communications Expo: Now
I chaired a panel discussion: Fully remote contact centres: How will you interact with your customers in the future?
Where we discussed:
- How have customers' habits changed as a result of lockdown? What experience are they after?
- How can you reduce the strain on the contact centre of the future?
- Examining the next year: What could change and how do you need to prepare?
Find out more here.
30 September 2020 - GSA: Data Driven Decision and Data Analytics
I gave a short presentation on Value Chain Analytics in our ‘New Strange’ World, examining how data can be captured from along the value chain and analysed to identify, to secure and optimise the supply journey. As well as some of the challenges businesses face.
Find out more here.
21+22 September 2020 - Saudi Mobile Show
I moderated 2 panels on:
- Looking to the Future of AI and
- The Role of AI in Today's Connected World
With:
10 September 2020 - ExecLN: Digital, Security & Privacy Transformation Online Conference
I modertating a panel discussion on...
What Is privacy In the age of digital transformation? with
- Vince Gratrick - Head of IT at AgeUK,
- Ian Edwards - Head of Information Security & Risk at Medica,
- Christel Cao-delebarre - DPO at Carlson Wagon Lit
- Joseph Byrne - Solutions Engineer, OneTrust
We will discuss 'In our current state of digital transformation, what does privacy actually mean and is there any way to guarantee it in today's digitised world?
Read my blog about the event here
9 September 2020 - Distributed but not disconnected: Improving customer and user experience
A mini summit / panel debate hosted by DTX + UCX
Successful (digital transformation) DX is not just about technology. Enterprises need to think about how to go beyond the C-suite, down to the workers who will be incorporating new technology and processes into their daily tasks – and think about the impact digital transformation will have on workers at every level.
Register here to watch the video
13 August 2020 - Customer service and empathy’s essential role in an uncertain future
A recording of a panel debate hosted by MyCustomer
Hosted by MyCustomer’s Neil Davey, together with CX Punk Adrian Swinscoe, Genesys’ Dr. Natalie Petouhouff and me, we discussed the role of empathy in service interactions.
Register here to watch the video
6 August 2020 - ExecLN: Shaping the World of work
I had the great pleasure to moderate a virtual roundtable to reflect on how the world of work is changing in light of the events of the last few months.
Hosted by the Executive Leaders Network and sponsored by RingCentral - being a virtual drtnks reception, we engaged in a little more than just lively discussion!
Read my blog about the event here
22 July 2020 - CX Emotion
Keynote presentation: From Customer Emotions to Actionable Insights
CX Emotion presentations and panels covered customer (CX), digital (DX), and user (UX) experience strategy and practice, and sentiment, social, behavior, and emotion technologies.
In my presentation I showed how to 'operationalise emotions' in practical ways..
Video recordings of presentations and panels will be available to attendees post-conference.
16 July 2020 - Proving the value of CX in recessionary times
How do CX professionals engage the C-suite and sell the business value of CX program?
In this webinar, hosted by CXPA Ireland, I explained why CX Professionals must become experts in building and pitching a compelling business case to senior executives if their programs are to survive the recession, or even better - win additional funding!
We also heard from Clare Cavanagh, Certified Customer Experience Professional, who took us through top challenges CX practitioners are facing when proving ROI
2 July 2020 - Maximising customer value in banking using Predictive Behavioural Analytics
In this webinar, I discussed how banks can leverage Predictive Behavioural Analytics to:
- Understand their customers and improve customer satisfaction
- Enable a personalised, highly relevant customer experience that delivers quantifiable business value
- Monetise their unique asset – their relationship with their customers
Watch the recording
18 June 2020 - ExecLN: European privacy & security summit
Data Breaches & Crisis Communication
I moderated a panel debate, that discussed how best to manage data breaches within a global pandemic, including the requirements to notify customers, incident management and the challenges of this within a worldwide remote working culture.
2 June 2020 - Webinar: A reintroduction to CX measurement
It has never been more important to measure the customer experience you are delivering. This short webinar discussed how.
28 April 2020 - ExecLN: The innovation summit - fuelling growth in a volatile world
I was part of an online panel entitled 'Improving and aligning your operation through Innovation and Automation'. Read my notes from the panel here.
12 March 2020 - ExecLN: Digital transformation, demand gen & next generation security conference
If only you knew why your customers do what they do - in this presentation I talked about how advances in understanding customer motivation can lead to tangible business results. I also took part in a panel discussion on digital transformation.