What is the function of CX Consulting in 2020? How the loss of strategy planning impacts implementation? Why playing it safe no longer works? Where do you start when it is apparent you have a problem? Eagle Creek: Ray Goff:  

How did the idea of shipping cookies start for Nom? How can you use gifts to break through the noise in our digital world? How can you use gifting in a service recovery environment? She shares her goldfish moment - it is a delightful Christmas story. ...

The Curated Experience Podcast hosts Joseph Maxwell of Parlance, for episode #79 Why is the phone automated system and IVRs so universally hated Why speech recognition alone doesn't get the job done Building a phone system that works for elderly...

W Krister

W/Bob Furniss

W/Bob Furniss

Bob & I discuss why training for front line leaders are so important What you can do to educate yourself continually as a supervisor? This course is for current and future contact center leaders What is included in my Contact center Management...

  Everyone claims they want to provide a great customer experience and then their actions don't match their words We have a bias in our CX Strategy that get sin the way of seeing the entire customer Journey from the customer POV We hire people...

Don't be afraid to make a mistake Build a "river of information" Get a tribe - make connections  Join associations like CCNG 13:23 What learning looks like in a remote world Learn from mentors and being a mentor   Reach us at  

With Bob Furniss