Shameless Plugs – The Spring 2019 Edition

Posing with my cool trophy from Panviva!

I’ve done this in the past but have a growing list of articles we’ve contributed to and awards we’ve received that we want to share. I hope you’ll take a moment to check these articles out and find some use for them.

Awards and Recognition

ICMI Top 50 Thought Leaders to Follow on Twitter- Jenny and I were honored to be named to this list for the fifth year in a row. If you’re looking for great people to connect with on social media (besides us) this is a fantastic place to start!

ICMI Top Articles of 2018- As a featured contributor for ICMI in 2018, two of my articles made the top eighteen among sixteen other great articles. I will continue to be a featured contributor for ICMI in 2019.

Fit Small Business Customer Service Influencer- I was named a customer service influencer by Fit Small Business for 2019. Check out the full list and read a great collection of customer service tips.


In addition to recognition, I contributed to several articles that are worth reading. Here’s a quick list for you to check out.

13 Customer Experience Professionals Share Their CX New Year’s Resolutions– This is a fun compilation on Forbes from Dan Gingiss on Forbes. The audio version of this can be found on Dan’s excellent Experience This podcast.

Looking Ahead: The Future of BPOs- Check out this fun, engaging discussion hosted by the fine folks at Fonolo all centered around outsourcing. Here’s a great summary post that Fonolo published.

Building a Better Customer Experience—Tips from 10 CX Industry Experts- After being named a customer experience influencer by Panviva I was honored to contribute to an ebook with 9 other CX experts.

CX Icons: Jeremy Watkin- This was a big honor to be recognized by the folks at TruRating as a CX Icon. Check out my interview along with the others in this series.

What are the Biggest Customer Service Challenges Faced? Solutions from 9 Experts!– In this article we got real about our top customer service challenges.

Lumoa Blog- I had the privilege of contributing and article for Lumoa titled “What is Customer Experience” which is a fantastic read. There are so many misconceptions out there about CX and this article helps. They also published a comprehensive article about Net Promoter Score that’s worth checking out.

CX Insights: Personalisation and Why It Matters- This is a great compilation of customer experience thoughts on the importance of personalizing the experience for customers.

Live Chat Benchmark Report 2019– I love Comm100’s annual live chat benchmark. This year they talk a whole bunch about chatbots and the gains their making in using bots to solve customer issues.

Thank you so much for reading and continuing to subscribe to our blog!

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