Customer experience in the time of Coronavirus aka COVID-19
At last count, more than 247K persons had been infected by the novel coronavirus (COVID-19) in 172 out of 195 countries worldwide. More than 10,000 have already died from complications…
All posts in: Customer experience
March 16, 2020
May 9, 2019
Mixed Feelings About Celebrating CX Day!
Happy because we are celebrating the importance of customer experience, but sad about the state of CX. The Forrester CX Index for the US came out with bad news—customer experience…
April 14, 2019
Mission Possible (Thanks to eGain!): Tax Paying Can Be Less Taxing
It is that time of the year in the US, and to quote President William Jefferson Clinton, “we feel the pain”. Tax season means high stress, missing documents, lots of…
February 26, 2019
Think Steve Perry and you’re on your way to transforming customer experiences
It's about the customer journey, not channel You might remember Steve Perry as a prominent member, if not the leader, of the rock band “Journey.” As you design customer experiences…
November 13, 2018
A midautumn day’s dream
Imagine your prospects and customers engaged in meaningful conversations with you across channels of their convenience—Facebook, Twitter, Blogs, Web, Email, Chat, Phone, or Face-to-face. Anytime, Anywhere, Anyway. Imagine all conversations…
November 6, 2018
Measure to manage customer experience
In many areas of management it is clear what to measure and what action to take when things go wrong. For example, if a product comes out of a manufacturing…
August 28, 2017
The march towards better customer journeys
The March on Washington happened 50 years ago, bringing about transformational change to perfect the union. If you are a business looking to transform customer journeys, you can start your…
September 25, 2015
Getting out of summer doldrums
The CX doldrums Well, I read that autumn just began this week though I’m not so sure given the recent heat wave in the Bay Area! While the Northern Hemisphere…
June 12, 2015
Today’s Web Self-Service Creates Delight – For Masochists!
Leading furniture retailer Search: Sofa with foot-rest Answer: No results found. Were you looking for sofa with forest? Leading satellite TV operator Search: Blurred video Answer: No document matched your…
January 15, 2015
It’s the Easy, stupid!
No, this has nothing to do with James Carville and the Bill Clinton campaign of 1992. This was the message communicated to the business world in a global survey of…
Mixed Feelings About Celebrating CX Day!
Happy because we are celebrating the importance of customer experience, but sad about the state of CX. The Forrester CX Index for the US came out with bad news—customer experience…
Mission Possible (Thanks to eGain!): Tax Paying Can Be Less Taxing
It is that time of the year in the US, and to quote President William Jefferson Clinton, “we feel the pain”. Tax season means high stress, missing documents, lots of…
Think Steve Perry and you’re on your way to transforming customer experiences
It's about the customer journey, not channel You might remember Steve Perry as a prominent member, if not the leader, of the rock band “Journey.” As you design customer experiences…
A midautumn day’s dream
Imagine your prospects and customers engaged in meaningful conversations with you across channels of their convenience—Facebook, Twitter, Blogs, Web, Email, Chat, Phone, or Face-to-face. Anytime, Anywhere, Anyway. Imagine all conversations…
Measure to manage customer experience
In many areas of management it is clear what to measure and what action to take when things go wrong. For example, if a product comes out of a manufacturing…
The march towards better customer journeys
The March on Washington happened 50 years ago, bringing about transformational change to perfect the union. If you are a business looking to transform customer journeys, you can start your…
Getting out of summer doldrums
The CX doldrums Well, I read that autumn just began this week though I’m not so sure given the recent heat wave in the Bay Area! While the Northern Hemisphere…
Today’s Web Self-Service Creates Delight – For Masochists!
Leading furniture retailer Search: Sofa with foot-rest Answer: No results found. Were you looking for sofa with forest? Leading satellite TV operator Search: Blurred video Answer: No document matched your…
It’s the Easy, stupid!
No, this has nothing to do with James Carville and the Bill Clinton campaign of 1992. This was the message communicated to the business world in a global survey of…