Top

Here’s a question for you: on a daily basis, how many times a day do you think customers yell at an Interactive Voice Response (IVR)? We’ve all done it. After several minutes of being bounced around from one non-helpful robot voice to another, we find ourselves yelling “Customer Service!” at a machined voice that is clearly not human. How many exasperated customers each and every day think to themselves while on a call or while conversing with a...

With the need to stand out amongst the competition to provide a stellar customer experience, agile companies should look to implement Design Thinking. What is Design Thinking? The Interaction Design Foundation defines “Design Thinking” as an “iterative process in which we seek to understand the user, challenge assumptions, and redefine problems in an attempt to identify alternative strategies and solutions that might not be instantly apparent with our initial level of understanding.” In other words… Design Thinking champions the...

We live in an interesting time. It wasn’t too long ago that data scientists, industry leaders, and lead developers were imagining what Artificial Intelligence (AI) was capable of. While it’s still uncertain how far we can take AI, the more important question is what can we do with what we already have? AI has moved from science fiction to reality, and innovative creators are finding that they can use it in new and unexpected ways, most...

People are inundated with content across their devices on their news and social media feeds. Naturally, this content is full of advertisements, free trials, and email subscription sign-ups, - all driven by lead magnets. It is becoming increasingly more difficult for companies to stand out among all of the noise. While these forms of marketing still work, nothing is stronger than having customers as brand ambassadors for your organization. What is a Brand Ambassador? Entrepreneur Magazine defines a brand...

Artificial Intelligence is all the rage in business right now, with companies clamoring to be at the front of the AI race. According to this analysis by Bloomberg, more and more organizations are mentioning AI on their earnings calls. While the concept of AI is becoming a bigger part of business conversations, implementation is often stagnated due to misconceptions about the technology. So,  what are the most common misgivings about AI? AI is Going to Replace All Jobs Understandably, some...

Most customer experience professionals agree that customer feedback can lead to more streamlined processes and improved CX. But how that data is analyzed and acted upon can either help or hurt a company. Customer feedback misconceptions can be detrimental to growth and progress when utilizing it to drive change and improvements for processes and customer interactions. The pitfalls of customer feedback misconceptions can be mostly avoided if a company is aware of the following common myths. Myth#1:  Data...

How much value should a company place on Average Handle Time (AHT)? It’s a tricky, loaded question. Betteridge’s “Law of Headlines” states that “Any headline that ends in a question mark can be answered by the word no." While it’s usually ill-advised to speak in absolute statements, Betteridge might be correct in this case. First, let’s unpack the alphabet soup in the headline. AHT is an acronym for “Average Handle Time.” That’s the amount of time it...

One of the most iconic stories of customer experience marketing comes in the form of a tale about a stuffed animal named Joshie the Giraffe. A family was on vacation, staying at the Ritz-Carlton on Amelia Island, Florida. At the end of their stay, they hastily left the resort and left behind their young son’s treasured stuffed giraffe. The father called the resort to let them know he had explained to his son that Joshie was not lost;...

With companies striving to stay one step ahead of their competition, the customer has become more valuable than ever before. Companies are moving towards more customer-centric models while trying to define exactly what the term means. While the concept is nothing new, the phrase “customer-centric” is starting to see a lot more screen time. So what exactly does it mean to be customer-centric, and how can companies improve their customer-focused interactions? Customer-Centricity: What is it, Exactly? The term is...

Steve Cannon, the CEO and president of Mercedes-Benz USA, has said that “Customer Experience is the new marketing.” Companies and customers alike have embraced this notion, and for this reason, companies are competing on customer experience now more than ever. With so much noise in the digital space, it takes more than slick copy and ads filled with big promises to foster customer loyalty. Loyalty requires an experience that not only keeps customers onboard, but also motivates...