Author: gustavoimhof

The IVR is a fascinating piece of technology we tend to overlook. After all, it is essentially a decision tree. However, when used well, the…

There’s one thing that unites all those calling into contact centres: a universal dislike for on-hold music. Case in point, the search for “the worst…

There isn’t a single brand on Earth whose marketing and advertising would claim that they were ‘the world’s most average company’ or that their…

Although I live in England, I am not a tea drinker. My qualm isn’t with putting milk in tea (which by the way, Brits think…

‘You talkin’ to me?’ goes the legendary Robert De Niro line. In the contact centre, it’s pretty apparent who your team is talking to…

In the first blog in this series, I discussed what made personalisation such a popular topic in marketing and customer experience circles, alongside some stats that helped us understand its popularity…

If everyone used NPS in the way it was originally intended to, it could represent a decent tool, although still not my top pick….

Customer Experience (CX) can make or break your business, and, if you don’t look at it strategically, you run a serious risk of it…

From the first portable controller to a touchscreen before the iPhone, what you can learn from Nintendo’s experience design. People tend to forget it,…