“Not everything that can be counted counts”
In the 1960s, as mainframe computers were entering the business world—and inspiring much awe—sociologist William Bruce Cameron observed that it would be nice if everything could be represented in numbers and “run through an IBM machine.” But he warned, “not everything...
Want to reduce customer complaints? Design better cross-functional processes
Well-designed cross-functional processes are powerful. They create customer experiences that are effortless for the customer and more efficient for the organization. Here’s a story that illustrates this point. A colleague of mine visited the contact center for...
9 Ways AI is Quietly Transforming Customer Service
Discover the Nifty Nine—nine ways artificial intelligence is quietly revolutionizing customer service today! In this video, I reveal how leading organizations are leveraging AI not just for efficiency, but for customer loyalty and deeper employee engagement. Instead...
Are your Customer Journey Maps gathering dust?
One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason… it’s a straightforward, effective way to visually depict a customer’s relationship with your organization. Are your Customer Journey...