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Library

Below some of the articles I wrote and published on the web

Jun 2018 – 3 principles to improve survey experience
Apr 2018 – Break the fourth wall to improve survey experience
Apr 2018 – CX Technology: Status and Vision
Mar 2018 – Social Media Customer Engagements: 4 Challenges 7-Segments
Feb 2018 – Digital Experience Disillusion
Jan 2018 – Keep up with customer perceived value
Jan 2018 – 1 night in hotel, 4 simple CX lessons
Jan 2018 – Federer, Feedback and CX
Nov 2017 – Why does technology work for customer and not for companies
Jul 2017 – Corporatism vs Consumerism
Jun 2017 – The Process Dogma
May 2017 – Technology alone will not solve all your problems
Jan 2017 – A view on Gartners Magic Quadrant for CRM_CX Implementation Services
Jan 2017 – 6 Must-Haves for Agent-Facing Knowledge Base
Jun 2015 – We, customers, demand this from you, companies
Feb 2015 – Words that characterise Live Chat
Oct 2014 – Improving CX… What vs How
Sep 2014 – The IT System as Scape Goat
Aug 2014 – Good design leads to outstanding CX
Aug 2014 – You don’t buy customer loyalty… You earn it
Jul 2014 – Don’t censor your critics, thank them
Dec 2013 – Customer, Experience and Multi-Channel
Nov 2013 – Call Centres – Personalisation and Resolution
Sep 2013 – CX Seminar in Dublin, Ireland
Aug 2013 – CapricornVentis Customer Experience Whitepaper
Jul 2013 – Oracle Sales Cloud (aka Fusion CRM) – Ready for take-off
Nov 2012 – The new “user friendly” Siebel CRM
Nov 2012 – Customer Experience – What and Why
Nov 2012 – The consequence of a bad customer experience
Jul 2012 – Siebel CRM + CRM On Demand = Fusion CRM
Jun 2012 – Stop managing customers and start engaging them
May 2012 – Erros a evitar na criação do website
May 2012 – Redes Sociais – Conhecer o cliente
Apr 2012 – Como ser eficaz nas redes sociais
Apr 2012 – Social CRM – Mistura explosiva e poderosa
Mar 2012 – ERP vs CRM
Dec 2011 – A aplicação que coloca empresas na vanguarda
Dec 2011 – O advento do “Social CRM”
Sep 2011 – O CRM e a sua importância
Sep 2011 – O líder moderno
Sep 2011 – Melhorar a relação com o Cliente