Andrew Gilliam

Welcome, Andrew!

It is my pleasure to announce my blogging partnership with Andrew Gilliam! I tend to have a magnetic draw to people who approach life with passion, articulacy and professionalism. Andrew has been a fire underneath my bottom, cultivated thought-leader and fresh voice in my life (and on CX Accelerator) for many months now. I am ...

We’ve Poisoned the Self-Service Well

Self-service technologies like interactive voice response (IVR) and chatbot systems have a bad reputation. Many customers view them as roadblocks in their journeys, pain points to be eliminated. The technology was well intended, but as Peter Drucker said, “culture eats strategy for breakfast.” Have poor implementations contaminated the water? It’s true, the water has been ...

Rules for Using Your Customer’s Name

Using customer names is the most simple form of service personalization, but it can go wrong. Here are five simple rules to use customer names effectively.

#CXBookHuddle

I am very excited to have one of my recent projects go live today! I partnered with the wonderful Nate Brown, creator and founder of CX Accelerator, to start this book club (of sorts) for CX professionals! We have been heads-down working hard setting up everything from the website to coordinating with industry authors. The ...

Diversity in Tech: Is the Paradigm Shift farther away than we think?

I have partnered with the fantastic people at <div>ersity to publish today’s blog post on Medium! This opinion piece/ blog post discusses some facts about our current workplaces, the Baby Boomer retirement situation, and how this all effects the paradigm shift towards gender and minority parity in technology. For those who haven’t heard of < div ...

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