CXpert - Customer Experience

13/08/2025

I’ve been a huge fan of Annette Franz since my early consulting days. She’s always been incredibly generous with her time and advice – and her insights have shaped much of how I think about customer and employee experience.

Annette has just released her third book: Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success. It’s a must-read for any leader who wants to unlock higher performance, stronger retention, and better customer experiences by truly prioritising their employees.

Recently, I sat down with Annette to talk about the book. We covered everything from culture and values to AI, remote work, and the candidate experience. I’ve transcribed our conversation into a two-part series.

If you care about performance, retention, and delivering better customer experiences by putting employees first, this is worth your time.

An interview with Annette Franz about her latest book, Employee Understanding.

10/06/2025

One of the first people I met after moving to Adelaide in April was Nabeel Abdul Latheef. I was impressed with his knowledge of and passion for everything to do with Generative AI so (of course) I suggested we write a post together.

Our post spans what's possible with in 2025 through a lens, how organisations can prepare for an AI implementation to give it the best chance of success, and what's coming next.

It was a joy working with him on this post and I'm hoping that it won't be our last together.

How to give your CX AI implementation the greatest chance of success.

18/02/2025

My interview with the team at Help Desk Migration is now live. In it I discuss VoC programs, how CX has changed since I started working in the profession, and the longevity of my consultancy, CXpert.

Explore Ben Motteram’s approach to CX. Learn how effective VoC programs and employee experience strategies lead to lasting customer loyalty.

12/07/2024

In my latest post for Sprinklr, I detail how AI can improve efficiency and productivity in ways organisations could only previously dream about.

Discover how Gen AI is revolutionizing businesses through personalized Customer Experiences, Feedback analysis, and Chatbot support.

07/08/2023

I was recently offered the opportunity to talk with Jon Briggs, EVP of Commercial Payments at KeyBank, and Tim Attinger, Co-Founder and President at OvationCXM, about how Key significantly reduced customer churn and improved their & by orchestrating customer journeys.

How KeyBank reduced customer churn and improved their CX by orchestrating customer journeys using OvationCXM.

27/06/2023

My first post for CMSWire deals with customers who took matters into their own hands after terrible experiences with brands and what the rest of us can learn from it.

Negative consumer interactions teach vital lessons to maintain good CX.

26/04/2023

A little while ago, Daniel Heilbron and I wrote a post on how CX managers could use correlation analysis to derive insights from feedback. It was so well received that we've followed it up with another post this time on regression analysis. Regression is a great way of determining the drivers of satisfaction which helps CX Managers prioritise what's important.

Using regression analysis on customer feedback enables CX Managers to accurately prioritise CX improvement initiatives.

22/03/2023

After listening to the latest episode of one of my favourite podcasts, Cautionary Tales, this morning I wrote a post about my own experiences of working at a company where ill-considered changes to workplace design were made without consulting those whom were impacted the most by them.

Leaders considering implementing hot-desking to save money on office facilities should also consider the potential negative impacts on employees.

05/12/2022

Was told this morning that this post was ICMI's 5th most-read in 2022. I'm chuffed.

Best of ICMI in 2022 - #5: Sometimes, it’s good to be reminded of the basics of what makes a customer feel connected and heard. Is your contact center meeting these needs?

07/11/2022

Had a great chat with James Nathan on his wonderful podcast The Only One Business Show. We talked about what the oldest businesses in the world have in common, how new businesses can leverage the success of more established organisations, and why is more important now than ever before.

James chats with Ben Motteram, an internationally recognised thought leader, corporate advisor and keynote speaker who's named one of the world's most influential voices in the field of customer exper

26/10/2022

I spent time talking with Randy Ksar on Uniphore's "Conversations That Matter" podcast last week. You can listen to the episode here: https://www.uniphore.com/podcast-conversations-that-matter/?wchannelid=bq7fhmc5v1&wvideoid=adk5603mbj

19/05/2022

Tomorrow is Customer Appreciation Day! Here's some tips from 10 CX experts on how you can thank your customers.

Learn how these Customer Experience experts surprise and delight their customers.