by Shelley Forrester | Nov 2, 2020 | Customer Service
Why do customer experiences go wrong? Why does the experience feel inconvenient, tiring, even adversarial? What if customers were the priority and helping them, providing good service, and resolving problems are second nature?...
by Shelley Forrester | Nov 19, 2019 | Insight
CX is a focus of every business in every industry in this consumer-driven world. Yet when talking to people with frontline customer-facing responsibility, they don’t talk about building long-term relationships or building competitive advantage, they talk about...
by Shelley Forrester | Sep 17, 2019 | Insight
From all the conversations I have around tables, I know the power of having the right people come to the table. We’ve had everyone from CEOs, creatives and chefs come to the table. Recently, I took a group out to dinner – to experience the restaurant from...
by Shelley Forrester | Jun 6, 2019 | Insight
Technology – whether it’s Alexa, AI, ML, automation, mechanical beings, drones, or other forms of technology and virtual assistants– is taking over more aspects of our lives. We’ve already reached a point where technology is integral in most aspects of our...
by Shelley Forrester | May 16, 2019 | Insight
The question we all need to be asking, before we open any odd or even remotely suspicious email or link – even if it comes from a trusted source, colleague, or platform, is “Did you send that to me?” Whether it was an email, LinkedIn message, a link, an attachment, or...
