A rethink A few months back, I got offered an opportunity to create a new suite of training courses for an organization I like a lot. I would have owned the entire process, from planning to evaluation, and I would have had content producers to help me realise my ideas. These courses would have been my baby, and I would have had complete creative control…
I am extremely happy to have attended my official graduation ceremony from UCL for my MA Professional Education and Training. Thanks to UCL Institute of Education for putting on a wonderful virtual graduation ceremony to round off a fantastic Masters degree experience! Attending at 3am over Zoom in my pajamas with a DIY mortar board made out of duct tape by my wonderful partner isn’t quite the way I…
Customer Experience|Recognition
SurveySensum’s Top 150 Global Customer Experience Thought Leaders and Influencers of 2020
Posted: July 16, 2020
Super happy to have made this list with a lot of very inspiring people and some fantastic friends too. Thanks SurveySensum! https://www.surveysensum.com/blog/top-150-global-customer-experience-thought-leaders-and-influencers-of-2020/#KayeChapman
Culture|Customer Experience|Off Topic
Changing times – What CX means to me in 2020
Posted: June 24, 2020
I have been on a long hiatus from social media and business-related blogging. 2020 has been like no other year, and I’ve been thinking a lot about what all this change in the world means for me personally and professionally. Now, I’m digging in again, and I wanted to share where I’m at. Been struggling a little with resurrecting my account here and getting back…
I’ve had a awesome crazy amazing 2019, and I wanted to share a few highlights, personal and professional, that have made my year! Finished my Masters degree in professional Education & Training This degree saw me become a part-time hermit, read so many research papers that I thought my brain would explode, and cry on more than one occasion. More than anything though it gave…
Customer Experience|Technology
Connecting the Customer Service Dots at ICMI 2019
Posted: November 28, 2019
Any article that myself and the brilliant Bob Furniss are both in is very good in my book! Click through to read this great writeup of our respective ICMI Connections sessions. Here’s my section… Bots Make It Better In a session directly following, the conversation turned to another potential solution for alleviating agent workloads. In “Fantastic Bots and How to Build Them,” Kaye Chapman, learning…
Customer Experience|Learning & Training|Recognition
I’m CX Accelerator’s Community Member Spotlight for November 2019!
Posted: November 28, 2019
I’m really happy to be featured as CX Accelerator‘s Community Member Spotlight for November! Click here to go through to the Community Spotlight page or just read my interview below 😊 Greetings Kaye! Tell us where you are in your CX career right now?I started off, like many of us do, in my teens on the phones myself. The contact center I started out in wasn’t…
Customer Experience|Technology
My ICMI Connections Speaker Slot: Fantastic Bots & How to Build Them
Posted: November 28, 2019
In late October I had the privilege to present at ICMI Connections 2019 in Chicago. My session was called Fantastic Bots and How to Build Them – an hour-long trip through chatbot goals, planning and implementation. Getting ready to speak at my ICMI Connections session, Fantastic Bots and How to Build Them! Come along at 2.30 for chatbot strategy advice and maybe a Niffler reference…
Customer Experience|Technology
Getting Your Customer Service Team Ready for the Holiday Shopping (and Returns, and Shipping, and Problems) Season
Posted: October 28, 2019
Holiday shopping season isn’t easy. Even for the most well-organized customer service functions, seeing query volumes and queues rise into the red can be a hair-raising and difficult experience to handle. When it comes to holidays some things don’t change, like presents under the tree, turkey at Thanksgiving, and even customers’ expectations of service. A difficult shopping experience during the holidays can deter them from…
Customer Experience|Learning & Training
So You’re a New CX Leader? 5 Tips to Succeed in Your Role
Posted: September 26, 2019
We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring…