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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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