Experiences Matter Most
Michael ClarkExperiences matter across Customer Experience, Contact Centres and Technology
| Platform |  | Pricing | Only free issues | Publishes | Weekly |
|---|---|---|---|---|---|
| Issues | 53 | Last Issue | 3 months ago | Active |
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Why CIOs ask different questions about contact centre technology
One of the recurring challenges when I was a CIO was replacing ageing applications. Sometimes the decision was straightforward. The application had reached end of life. The vendor offered a mature SaaS replacement. The migration path was cl...
The Enterprise Evidence System
Why organisations keep solving the wrong problem
While leading technology in government, I was involved in a proposal to build an employment contract generator. A manager answers questions. The system determines the relevant industr...
Enterprise Transformation Is the New CX Battleground
In the last edition of Experiences Matter Most, I argued that customers don’t experience our organisational charts. They experience the seams between them. Every transfer, every hand-off, every inconsistent answer and every approval delay i...
Your Org Chart Is Sabotaging Your Customer Experience
For years, organisations have invested heavily in customer experience. Voice of Customer programs, journey mapping, sentiment analysis, AI capabilities. Millions spent. Yet customers still describe their experiences as fragmented, frustrati...
Know Where to Ask
I spent the long weekend at the NSW Junior Rugby State Championships, after last week at the Under 18 Combined High Schools Rugby Tournament. No inbox, no client calls, no decks to review. Just sidelines, coffee, and a lot of kids trying ve...
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