What WFH Challenges Do Contextual Knowledge and Conversational Guidance Solve? Agents When working work from home, agents do not have the luxury of walking over to the proverbial next cube for…
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…
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…
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…
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…
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…
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 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…
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…
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…
