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...
Embrace Change with a Customer Access Strategy
Whether you’re a small startup, a national government, or a multinational corporation, you need a plan that defines how your organization will deliver customer service. In customer service, the overall plan is your “customer access strategy” (it can also be referred...
Idea Starter: AI for Customer Service
When jumping into AI for customer service, many organizations inventory what they’re doing now and look for opportunities to automate. This “fixed pie” thinking can be limiting out of the gate. Those with the best service start first and foremost with customer needs...