ME Blog

What is storytelling?

by Heather Hughes on August 16, 2017

“I had a farm in Africa, at the foot of the Ngong Hills.” Are you drawn in, do you want to immerse yourself in this scene? Isak Dinesen, a.k.a. Karen Blixen, was a teller of stories. Much ado has been given to storytelling as of late. What is storytelling? What makes a great story, a […]


Death to Silos

by Heather Hughes on December 1, 2016

I wonder if most marketers think in-depth about the contact center and customer service experiences when they map, model, and work to optimize customer experiences and the customer journey. Maybe we should get more involved. Over the last few years I’ve worked with a SaaS / cloud contact center software leader. Their research has revealed […]


Thanks giving

by Heather Hughes on November 22, 2016

I’ve been thinking about the power of giving, and how I want to give thanks for giving. How thankful I am for giving. Yes, it’s a roundabout tongue twister, a veritable tautology. But as I consider the last few years, the best of times were the times that I was giving. That’s all. Not pushing […]


Simple is Good

November 1, 2016

Ever been asked to do a survey? Click here, please. Spend your time, please. Go through multiple screens, please. Win a prize, maybe. Don’t get me wrong. I love surveys. I started in the survey world in high school. It was good money, calling people and getting their ratings of the produce and bakery at […]

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Hooray for the Actual Customer-Person

October 27, 2016

Can anyone say multichannel marketing, or omnichannel service, or, “I’ve got to transfer you to another agent because I don’t have access to that system. Please hold.” Let’s just slow this train down and get real. This is the stuff of complex systems creating more complex problems in our complex world. Can we just get […]

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