Bob Thompson

AI and CX: A Happy Marriage? Seattle Leaders Say…

Last week I had the pleasure of hosting a lunch discussion in Bellevue, Washington (a few miles east of Seattle) about the role of Artificial Intelligence (AI) in improving Customer Experience (CX). Leaders in business, government, and education participated, with the help of my...

Can SurveyMonkey and Zoho Disrupt Enterprise Software?

I know, "disruptive" innovation has become a cliché, but hear me out. Recent announcements by SurveyMonkey and Zoho caught my eye and have the potential of disrupting enterprise software in a way we haven't seen in a while. But first, a quick word about what...

Can Outsourcers Help You Be Customer-Centric? TELUS International Say “Yes”

Think back 10+ years ago, and what did outsourcing really mean? Saving money, if we're completely honest about it. Nothing wrong with cutting costs, of course. All other things being equal, cost savings drop straight to the bottom line. Except when it doesn't. ...

Hyatt Uses HUMAN Intelligence to Give Customers Relief from IVR Hell. Who Knew?

Call it Revenge of the Humans. With mounting hype about AI, bots and all things automated, I was delighted to recently learn that humans can actually make automation work better, improving the customer experience while saving money. Next time you call Hyatt to reserve...

Forget cosmetics. The top 3 drivers of personalization success in ecommerce [Others are reading...

I've been following personalization since, well, forever. That being when I started my firm in 1998. That's about the same time that Peppers and Rogers published their seminal book, The One to One Future where they proposed a simple and powerful idea. Instead of organizing...

Verint Provides Engagement Tools for CX Practitioners, and a Case Study of CX in...

Last week I spent a very enjoyable three days in steamy Orlando, Florida attending Verint's annual customer-fest Engage 2017. I got an update on the company's strategy and products, participated in an executive forum with key customers, and learned how Verint tries to practice...

Voice of Customer Industry Trends: Consolidation, Disruption, and the Rise of Real-Time Action

Are you listening to the voice of your customers? Of course you are. Based on CustomerThink research, nearly all large enterprises conduct relationship and/or transaction surveys. And increasingly, small and mid-sized firms are doing so, too. But wait, did I say...

[iCXM News] Intelligent CXM or CRM? Updates on Anexinet, InsideSales, Pegasystems

In the wake of my long iCXM Comes of Age article, AI activity continues apace. I've decided to periodically post a summary of new developments based on briefings and interactions with solution providers and industry experts. But first, a word about terminology. I'm using...

iCXM Comes of Age — Using AI to Know, Engage, and Serve Your Customers...

"The future is already here – it's just not evenly distributed." --William Gibson, quoted in The Economist, Dec. 4, 2003 For the past couple of months,...

Can Artificial Intelligence (AI) Improve the Customer Experience?

Artificial Intelligence (AI) is hot. One breathless press release predicted that by 2025, 95% of all customer interactions will be powered by AI. AI is not new. It's not just about "bots" for self-service. Or self-driving cars. In general usage it means the usage...

Report: “Customer Orientation” Declining, Few Large Companies Have Strong Culture

Forrester says we're in the "Age of the Customer." Posts about delivering a "great customer experience" and "obsessing" about customers abound. Why, then, is "customer orientation" declining as a top value in several industries included in a new Pomello report "People Management in 2017"? Take,...

Should Chatbots Pretend to Be Human?

In a recent post by Sandeep Raut, he writes about the role of chatbots in digital transformation. Chatbots are built to mimic human interaction, making them seem like an actual individual existing digitally. It could live in any major chat product (Facebook Messenger, Slack,...

Delighted: A Disruptive “Voice of the Customer” Solution for the Rest of Us

If you're looking to hire temporary workers, you might find yourself using Wonolo, an Uber-like service that connects job seekers with hiring companies. Wonolo currently boasts 60,000 jobs and 50,000 pre-screened workers ("Wonoloers"). According to John Flaaten, Director of Business Operations, Wonolo wanted a...

Here’s Proof from Forrester that CX Drives Revenue. And 3 Cautions That It May...

Forrester just released an excellent new report "Drive Revenue with Customer Experience, 2017" co-authored by Maxie Schmidt-Subramanian, Dylan Czarnecki, and Laura Garvin Tramm. Forrester was kind enough to provide a copy to me, and Maxie was equally generous with her time discussing the research. For...

13 Ways to Turn Customer-Centric Theory into Practice

Ready or not, 2017 is here. How will you turn the promise of customer-centricity into value for your customers and your business? While every situation is different, I thought it would be helpful to see what our 2017 Advisors recommend that business leaders do this...

12 Powers: How Marketing Leaders Can Succeed by Building Customer and Company Value

According to The 12 Powers of a Marketing Leader, a new book by Thomas Barta and Patrick Barwise, marketers are doing just fine "doing" marketing. What they need to do is update their leadership abilities to "mobilize" their bosses, colleagues, team, and self. That...

Satisfaction is Dead. NOT. It’s the Most Common Emotion in Great Customer Experiences [research]

Don't ignore satisfaction. That's one compelling conclusion from Inmoment's recent global study of 20,000 consumers. Brennan Wilkie, Senior Vice President, Customer Experience Strategy, shared key finding on a CustomerThink webinar on Dec. 8 (register to get the recording and slides here). Here are a few...

Kustomer’s new #CustServ solution — You had me at “Treat Customers as People”

Does the world need a new customer service solution? Kustomer thinks so. After a few months in beta, the new solution officially launched on Nov. 17. As you might expect with any modern customer service solution, Kustomer provides multi-channel support (email, chat, and text...

Goodbye CXM. SDL Reboots to Focus on “Taking Digital Content Globally, Faster”

A couple of weeks ago I attended SDL's annual user conference, which emphasized the company's global capabilities to manage content and localize (translate) languages. I call this a "reboot" because it's quite a dramatic change from pushing SDL as a holistic Customer Experience Management (CXM)...

The Rise of Predictive Service Experiences. Because “You, you, you oughta know!”

We've all had experiences as customers of being asked to do something that's clearly unnecessary. To my gym, I ask: "Why can't I sign up for a class online inside of two days? Calling takes 10 times as long to accomplish the same thing." What...

New Posts