Global CX Thought Leader
Relentless focus on Customer Experience, Leadership and Technology to enhance customer satisfaction and profitability. From platform [voice, chat, SMS, social] to Artificial Intelligence/Machine Learning, bots, training, process, data, WFM and operations – the big picture, strategic view is critical and often lacking. Customer Journey, inflection points and friction hot spots can derail any company. The fundamentals have to be executed, supported and consistent to then build/grow/innovate to create that holistic experience that drives loyalty and word of mouth. Too many either miss the basics or try to go for the wow factor and end up creating a fractured environment. They can all be done, but must be comprehensive – enabling mastery at every step. Move fast and break [fewer] things!
4 Reasons Why Managers Fail
The job of the manager has become unmanageable. Organizations are becoming flatter every [...]
Loyalty Starts with Strong CX
Although inflation has shown signs of slowing down, consumers are still making careful purchasing [...]
How to Optimize the Customer Experience Journey for Success
Perfecting the customer experience requires a deep knowledge of the path your customers take, from [...]
The Post-Pandemic Customer: More Demanding, Harder on Employees
Today’s organizations are rapidly transforming in response to economic forecasts and changing expe [...]
23+ Customer Experience (CX) Statistics For 2024
“The customer is always right” is a time-honored mantra in the customer service world. Today, cust [...]
Mastering Omnichannel Customer Service in 2024
Building bridges to the consumer through multi-channel support. The Gist Technological efficiency [...]
Is Your AI-First Strategy Causing More Problems Than It’s Solving?
From technology giants like Google to major management consultants like McKinsey, a rapidly growin [...]
What are CEOs thinking about AI in customer service?
SPONSORED CONTENT BY - IBM Generative AI is reshaping business and society, promptin [...]