Category: Customer Experience

Breakup News: Irreconcilable Differences Force CX & Voicemail to Separate

This breakup is long overdue. It’s time for Customer Experience to see how truly great it is and break free from this toxic relationship. You don’t need voicemail, Customer Experience, there are better fish in the sea! It is time for CX to pull the plug and move on to greener pastures, once and for ...

Improve IVR customer service by modernizing 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-1990s 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 ...

“NOF” Not Our Fault = Is An Opportunity

Imagine sitting in your quarterly meeting. They’re discussing your department’s performance metrics.  For five minutes, you worry, “this isn’t going in my favor!” Your mind is racing, breathing growing more rapid. Feet begin tapping, uncontrollably. Your hand is tentatively rising, reaching the side of your head. You desperately want to cut in. You badly want ...

Who’s Taking Your Survey: Design With These Customers In Mind

Originally published by ICMI. Read the full article at icmi.com. Great communicators and leaders will tell you the importance of considering your audience before starting any endeavor. Surveys are no different, but who is this mysterious audience? What do they want from us, and how do we get them to offer us constructive feedback? Regardless ...

Target On Trial: The Enhancer That Broke Customer Trust

I hail from Minneapolis. The bold, urban north that houses the headquarters of many Fortune 500 organizations, including the retail giant Target. I used to be a level ten Target groupie, not just because of the influence they have on the city that I call home, but due to the fact that they have always ...

Gifts I Thought Were Cool, As A Kid

It’s that time of year again! Presents! It might surprise you (not really) that I had a really nerdy wish list as a kid. I stand by most of my requests, but there are definitely a few items from my wish list that cause me to wonder, “what was I thinking?” I’ll share this once, ...

Accelerating Feedback, Justifying Development, and Anticipating Questions with AI

Customer support is about expectations, and the expectations that customers have today were shaped by their previous experiences. No customer experience exists in a vacuum either. Expectations for all service providers are influenced by all service providers in every industry. Consumer expectations are changing all the time. As businesses scramble to get a competitive advantage ...

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 ...

McDonald’s Survey: 5 Reasons I’m Not Lovin’ It!

McDonald's is the epitome of fast-food and uses a quintessential restaurant survey. That doesn't mean they got it right. I’ve served up 5 lessons for you, no purchase necessary.

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 ...