About CXO, or the CX Observer
My name is Eugene and I’ve been involved in customer service, customer engagement, customer relationship management (CRM) since 2000. FIrst from the technical side of things like building interaction systems, CRM systems, software solutions then finally in the last decade, the business side of things like customer service processes and customer rules of engagement. I’ve also founded and ran a Digital Marketing agency focusing on digital such as social media and have learnt a lot doing customer service and support (as well as marketing) using the digital channels.
As someone who looks at Brand positioning, Marketing to Customer service, I find it very interesting how the top brands do it and how there are many attempts and innovation in this space. Not all succeed of course, but it is interesting to observe and share findings and insights on this highly complex and continuously evolving landscape.