Ben Carmichael - Contributing Author on CX Central

April 22, 2026

How to build a CXM measurement program

How to build a Customer Experience (CXM) Measurement Program

September 9, 2021 Last Updated: December 16, 2023
Ben Carmichael

Learn how to build a Customer Experience (CXM) Measurement Program in your business using these 7 key steps that can apply to any business.

An insight into human centered design stages including flaws and success measures.

The Human-Centred Design (HCD) Stages

May 5, 2021 Last Updated: December 16, 2023
Ben Carmichael

Learn more about Human-Centred Design including the 4 stages, potential problems and common success measures of HSD initiatives.

Customer Experience Measurement Framework

December 14, 2020 Last Updated: May 31, 2025
Ben Carmichael

Learn more about the Customer Experience Measurement Framework (CXM) used to measure customer feedback in businesses.

Why the AHT metric should be extinct

November 9, 2016 Last Updated: June 30, 2023

With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.
The 15 best things about working in a call centre

May 17, 2016 Last Updated: June 21, 2021

We think working in a call centre gets a bad wrap so we reveal the 15 best things about working in a call centre and why it’s a great career choice.

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