John Georgesen

Do You Know What I’m Thinking? AI Doesn’t Yet.

About two weeks ago, I was having a conversation with a candidate for a sales role. We talked for almost an hour about evolving technology in improving customer experience measurement. Toward the end, a question came up that I’ve heard several times in the...

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 fail to create the digital experience customers demand. Convergys handles about 8 billion interactions a year, and we’ve seen the...

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 insights are important, they often fail to provide the full story. To really know what drives perceptions and be able...

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 has it migrated to an omni-channel focus whereby all touchpoints are now equal in importance. At least, that’s the concept....

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 This is the third and final post in a series on ways CX practitioners can move past...

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 smart data techniques. In case you missed it, here's the first post: Forget Big(ger) Data: It's Time to Get...

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 smart data techniques. In my role at Convergys, I’m partially responsible for managing services delivery including selecting techniques and technologies for...

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 an effort metric Today, we end our series with five ways you can use the concept of effort to improve…

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 advice on how to deliver an excellent customer experience. But no one agrees on what that really means.…

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 effort and why it still matters. Why Customer Effort Broad claims about “making things easy” for customers and delivering “effortless experiences”…

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 doubling down in three areas: relevancy, personalization, and making it easy. Across industries, we see over and over that customers...

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 ask one question on likelihood to recommend. If your NPS score is high, then your customers are telling you they’re...

New Posts