I love technology. I work in tech and I am a big consumer of tech in its various forms. But I’m not blind about the shortcomings of a lot of technology, and part of what I find fun about using new technology is comparing how it actually performs with the marketing bluster about it. Yesterday I went to a hotpot restaurant which had a robot…
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
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
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. I’ve been trying to articulate my stance on all of this and…
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
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
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
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. Thanks to everyone who came along! It was great to be able to share my knowledge on this topic. I had such a great conference, spending time talking CX…
Customer Experience|Technology
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…