How to Leverage Your AI-Powered Customer Support Strategy
When jumping into artificial intelligence, many organizations inventory what they’re doing now and look for opportunities to automate. This fixed-pie thinking can be limiting out of the gate. Let’s take a look at leveraging your AI-powered customer support...
A CX Goal: Universal Participation in Product and Service Innovation
The world is changing, customer expectations are evolving so innovation is the heartbeat of customer experience but how do you innovate? As the late management guru Peter Drucker asked, “You hire accountants for accounting and marketers for marketing and lawyers...
Customer Experience Transformation: Failure Is Not an Option
“75% of customer experience initiatives fail!” That’s a sensational headline. And one, even with a modest search of cases and literature, you’ll see often (in fact, estimates go as high as 93 percent). My question is, if your focus on customer experience fails, what’s...
Don’t Guess at Staffing: Proven Methods for Your Contact Center
How many people do you need to handle the customer workload on a Monday morning at 10:00 am? How about a Thursday afternoon at 2:00 pm? In this video from my LinkedIn Learning course “Managing a Customer Contact Center,” I introduce the methods used to...