All posts by Becky Roemen

Giving Customers What They Want – Modernize Your IVR

Think for just a minute back to the vehicles you have driven throughout your life. How has the dashboard and basic features changed through the years? The mid-90s Ford Explorer that endured my early years of driving was exactly what you would expect from a typical mid-90s vehicle. There were heating/cooling options that were controlled ...

Is Your Customer Experience Team Crisis-Ready?

The recent happenings between Zoho & TierraNet have reminded us that not every organization is ready for the unplanned. Zoho is an operating system for small businesses that hosts business-critical applications such as email and customer relationship management (CRM) software. Zoho, trusted by 35 million users, had utilized TierraNet as their domain registrar. In layman’s ...

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 ...

Experience This! Episode 38: How Nespresso Nails the Customer Experience Lifecycle

It was my pleasure to be featured on Episode 38 of the Experience This! show where I discussed Nespresso’s strategy and fantastic customer experience with hosts Joey Coleman and Dan Gingiss. Listen to the episode and get more information here! 

#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 ...