Just fix my problem
Ran across this post from Tim Stevens and his rant about service being provided by service centers. http://www.leadingsmart.com/2011/05/i-dont-want-to-press-1-for-english.html He has a few points which...
View ArticleLufthansa and Facebook – good combination?
Well, this was a test; and how quickly it came to a close as well. Perhaps, not a final closure but let us take this as an interim status report. I had an experience on a flight from Oslo this week and...
View ArticleWhat makes good hotel service?
I was off on a week’s holiday with the family in norther Italy near the Austrian border. This was a birthday present my wife had wished for. So, what better way to spend your birthday than to head off...
View ArticleWill digital press kill the bookstore?
We are in the midst of the digitalization of seemingly everything. Music, magazines, airline boarding passes, e-payments are just a few areas where some for a longer period, some just recently where...
View ArticleQueueless World
Recently at work we have been having some extended discussions about the advantages of the age old “skills based routing” and how it really meets the needs of service centers. Newer technologies are...
View ArticleThe Keys to Satisfied Customers. The Sufferfest’s David McQuillen
The role of customer experience design in satisfying customers CX404 was very excited to have a chance to speak to David McQuillen as he has almost 18 years in customer experience. He spent many years...
View ArticleBig Data and the Customer Experience with Paul Dunay
Paul Dunay loves marketing and has his own unique approach to it. He also has a nose for data and has been looking closely into how data and the customer experience play a role together. This is why he...
View ArticleTime of Ambient Everything?
Just had to repost this here as it is a challenge to context and a move to ambient. Here the original post: http://www.computerworld.com/s/article/9244093/Here_comes_the_age_of_ambient_everything...
View ArticleOrchestrating Customer Engagement
Boy did I feel lucky I was part of a A-Team lineup which spoke at the Avaya Engages 2015 in London this week. Three things just threw me for a loop. Being part of the trio with Andy Cunningham (CMO and...
View ArticleCustomer Effort Should = 1
I just came back from a company speaking event (yes, one which pays my pay check) where I talked about orchestrating customer engagements.(see link below) Which is a smart way of saying just make life...
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