Beyond Philosophy

OCTOBER 19, 2016

More organizations call our Customer Experience consultancy every day with the same complaint: they aren’t seeing the same gains in Net Promoter Score (NPS) that they did when they started their Customer Experience Improvement program. Old Thinking Doesn’t Work with New Problems. They want to know what to do now. Well, I will tell you.

Net Promoter Score 167

Net Promoter Score Pharmaceutical NPS Invoicing 167

Fonolo

AUGUST 3, 2017

Kerry Drake was on a mission to get to Lubbock, Texas as soon as humanly possible. Unfortunately his mother was dying and he knew he only had a short amount of time to get to the hospital and say goodbye. To get to Texas, the San Francisco resident booked a United Airlines flight, with only 40 minutes between connecting flights.

Customer Experience 83

Customer Experience Hospitality Hospitality Contact Center 83

Execs In The Know

MAY 4, 2023

I began my career in the hospitality industry focusing on weddings and I loved it! I started on the sales side and represented Texas and that’s where the magic opportunity came for me to move into CX. My background is in a couple of different industries, and that thread was service and being part of the beautiful chaos.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98