Author: Venesa Musovic

The new generation of conversational CRM: an interview with Matthias Göhler 

With the rapid development of technology and constant social and economic disruptions, many companies have faced customer relationship management crises. We repeatedly reported about it last year.   A concerning report’s findings told that 43% of professionals found their CRM software too...

Vulnerable leadership is key: building a bridge from intent to action

Last week, I talked to Miranda Cain, the managing director at Elev-8, a consultancy dedicated to changing behaviours to elevate business performance. The team behind Elev-8 won over 27 awards, including the UK Business Awards™️ in 2021. With over 25 years...

Women in CX: what does it take to build an empowering startup community?

Clare, you have launched the world’s first global online membership community for Women in CX (WiCX community) on International Women’s Day, March 8th, 2021. Soon after, your LinkedIn page reached over 4.5k followers and in one year, your community membership...

Standing out in CX as a woman: a conversation with Gemma Colby

I had the opportunity to first meet Gemma Colby during the webinar hosted by Awards International in December 2021. Together with three other CX leaders, Dejan Markovic, Gabriela Ciupitu, and Laura Tengerdi, Gemma talked about her success as the Head...

The decisions algorithms should never make instead of humans

According to research by the UK non-profit organization ‘Big Brother Watch’, 98% of surveillance cameras matches misidentify innocent people. This research further suggests that black people and women risk being misidentified the most. Let’s be clear, we’re talking about artificial intelligence (AI)...

Employee NPS: recognizing the power of promoters within your company

Employee NPS often gets unnoticed by leaders focused exclusively on driving CX related impacts. However, neglecting employee perspectives on their overall experience might cost businesses in the long run. One of the reasons companies should implement employee NPS as their standard...

Business and organizational anthropology: understanding humans from the inside out

It might come as a surprise that business and organizational anthropology are garnering significant attention in today’s corporate environments. Forrester’s report on ‘The future of CX’ from 2019, named anthropology as a core discipline shaping the path of CX, while...

Harnessing positive friction: an interview with Forrester’s analyst Joana de Quintanilha

A week ago, our team hosted a CX roundtable titled CXM time machine. One of the guest speakers was Forrester’s VP Principal Analyst Joana de Quintanilha. During the talk, she introduced us to her interesting career path and shared glimpses...

Bringing emotional culture to the workplace: an interview with Jeremy Dean

Psychologist John D. Mayer explains that emotional intelligence is the ability to accurately perceive your own and others’ emotions and to understand the signals the feelings send about relationships. Is this something we should learn to do at work? I...

Customer ethnography: the power of small and big data combined

By supporting researchers to gather in-depth people stories, customer ethnography became a game-changer in the CX industry. This method allows brands to have a peek into candid customer experiences and design meaningful solutions. As a cultural anthropologist, I believe there’s no...