Beyond Philosophy
AUGUST 12, 2023
I get mad when people waste my time. It’s probably why I have such a beef with cable companies and organizations’ call centers that have long hold times. Wasting someone’s time is also a waste of an opportunity to deliver an excellent customer experience. The source of my ire is likely tied to time being our most precious resource by some estimations.
Customer Think
AUGUST 12, 2023
In the last two weeks, I wrote about customer onboarding. But what about customer off-boarding? What is it? Why is it important? Is it for B2B customers only? What if it's not done or not done properly? Answers to that and more. The post Do You Have a Customer Off-Boarding Program? appeared first on CX Journey™.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Customer Think
AUGUST 12, 2023
Companies with strategic customer success (CS) teams with proactive focus on expanding customer value grow much faster than companies with more traditional, reactive CS teams. Consider these studies on the revenue impact of strategic customer success: A study by Price Intelligently shows that net new revenue is 4x as expensive as upsell revenue, $1.13 vs.
Customer Think
AUGUST 12, 2023
In the fast-paced world of contact centers, making informed decisions is crucial for success. With the abundance of data available, leveraging it effectively can be a game-changer. Enhancing your data-driven decision-making skills is a must for contact center leaders. The interview with Oded Netzer, a Columbia Business School professor, and Amazon Scholar, author of [.
Speaker: Jason Cottrell
Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.
Customer Think
AUGUST 12, 2023
Adopting Artificial Intelligence (AI) presents tremendous potential for businesses and society. However, it raises legitimate concerns about ethics, trust, data security, workforce impact, and regulatory challenges. In this blog, we will delve into these top concerns surrounding AI adoption, provide practical examples for each concern, and outline strategies to overcome them.
Customer Think
AUGUST 12, 2023
You’re not ‘just’ a designer, you’re an architect. Architect? Yes, architect – not just design. But architect of what, exactly? Why, of Human Experiences, of course! Joe Pine in his seminal book Experience Economy referencing Commedia dell’arte describes the key operative word as orchestration – so maybe conductor?
Expert insights. Personalized for you.
60 
Let's personalize your content