James Freeman-Gray

I'm co-founder here at Rubuss. I work across service design, customer experience, complaints and cultural change. I'm also an executive coach supporting leaders to take a human-centred approach to empowering their teams.

Hong Kong Customer Experience Seminar

Hong Kong customer experience workshops and seminar

Mark’s back from a visit to Hong Kong where he was running a series of customer experience workshops for a global investment and protection firm’s leadership and marketing teams.   While he was in HK, Mark took the opportunity to run a seminar talking about the importance of customer experience in customer touchpoints.  He explains, …

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ICMI Live Chat Awards

International Customer Management Institute’s Live Chat awards 2017

Mark is delighted to have been appointed again as a judge for the ICMI Global Contact Centre Awards 2017 in Florida.  He’ll be judging the tough Live Chat category again.  “It’s a real honour to be asked to judge the Live Chat category again this year.  It’s the fastest growing area of customer service and …

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Vodafone UX Billing Journey

European Vodafone UX Billing

Vodafone Europe invited James to present at their European-wide billing seminar in London.  Explaining the key difference between an internal and external perspective, James presented Rubuss research on how difficult most utility and telecoms bills are to understand for customers.   He demonstrated how complex most customers find even a ‘simple’ bill.  He explained the …

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Skills ever customer service agent should have

5 essential skills for your customer service team

Here are our top 5 fundamental skills that will save your customer service team time, energy and (very often) their sanity. Embed them and get your team managing customers better and working better together. Before we go any further, let’s take a quick trip down memory lane about 10 years… Picture your customer service department sitting there; manning the ‘phones, running …

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Forgotten customer communication

The forgotten customer touchpoints

There’s huge potential in customer communication – you just need to know where to look. Here’s a question: How much time have you spent looking at your operational customer touchpoints recently? Granted it’s not the most inspiring of questions. In fact, you’d be forgiven for dragging your mouse to the close button in the hope of finding something a …

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Communication in customer complaint

Reduce customer complaints through better communication

If you want to reduce complaints and improve customer satisfaction just change the way you’re communicating with them. If you want to reduce complaints, improve the way you communicate with your customers Want fewer complaints? Change how you communicate – at every stage of the process. Businesses are starting to realise how they communicate with complaining …

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Customer user experience in self service

Putting customer centricity at the heart of your customer self-service

A customer-centric approach to building self-service solutions improves uptake, reduces costs and increases customer satisfaction – so why do so few businesses put the customer at the heart of how they do it? Self-service for customers and the pursuit of customer centricity Any forward-thinking business knows that to stay ahead of the game, you need to embrace …

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