Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. And they’ve done it so often for so long that “CX” has been the traditional term for many business leaders. But no more.This is our time for a CX Revolution!

CX 97

CX CXM Customer Journey Map Sports 97

Beyond Philosophy

FEBRUARY 17, 2020

It’s not just about the price or the delivery, or all the other objective things that businesses managed over the years. It’s not a general situation where the AI has to know everything about all things, including random comments a customer might make on the call about a recent victory (or defeat) of a sports team.

AI 166

AI Social Media Artificial Intelligence CX 166

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. 3) Stop calling customer experience management “customer experience” This is success-limiting because it mixes apples and oranges.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77