John Georgesen

Anticipate Change: Design for a Digital CX

Image Licensed from Getty Images Digital capability and execution have not kept pace with customer expectations. As customer experience (CX) practitioners, many times we...

VOC Doesn’t Stop at a Survey: 3 Tips to Improve Insights Now

Using surveys to capture voice of the customer (VOC) feedback has become part of the DNA of most call center operations. While these...

Beyond the Call Center . . . Who’s Minding the House?

As an industry, customer service has long focused on the quality of support being delivered within the walls of a call center. Only recently...

Smart Data: Integration to Action

In case you missed it... So far in this multi-part series we've covered: Part I: Forget Big(ger) Data: It’s Time to Get Smart(er) Part II:...

We *heart* Unstructured Data.

This is the second in a series on how CX practitioners can move past focusing on the ‘bigness’ of data and get ahead with...

Forget Big(ger) Data: It’s Time to Get Smart(er)

This is the first in a series on ways CX practitioners can move past focusing on the ‘bigness’ of data and get ahead with...

Effort Series (Part II of II): How to Make Things Easier for Customers …...

In case you missed it ... Over the past several weeks, we've covered: Intro: Why customer effort matters Part I: How to measure and manage...

Effort Series (Part I of II): Making customers work is bad business

In case you missed it... So far in this multi-part series we've covered: • Intro: Why customer effort matters Executives around the globe are constantly bombarded with...

Effort Series (Introduction): Four big things – and one REALLY big thing – that...

While each industry thinks their customers are unique, some characteristics are consistent across every business. Today’s post introduces our upcoming two-part series on customer...

Good for the Customer Is Good for Business

As brands fight for the attention of the always-on consumer, organizations are making big bets to optimize their customer experiences. Customer experience leaders are...

When is one question not enough?

Using Net Promoter Score© in a customer service environment can be a tricky thing. Measuring NPS after a transaction sounds simple in theory: just...

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