innovation - Brad Cleveland

Drive Innovation with Convenience Design

Apr 1, 2022 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Self-service

One of the themes driving innovation in customer experience is effort reduction—making things as simple and easy for customers as possible. One element of reducing effort is convenience design. Digital experiences aren’t always more convenient. A colleague recently...

Everyone has a role in customer experience innovation

Jul 15, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, The Edge of Service

The world is changing, and customer expectations are evolving. So, innovation is the heartbeat of customer experience. But how do you innovate? Innovation, the late Peter Drucker points out in his landmark book, The Discipline of Innovation, is the “effort to create...

Our Customers are Driving Innovation

Sep 20, 2013 | Call Center, Contact Center, Customer Service, Videos