Tricia Morris

Predicting: The Future of Customer Engagement

Expectations for customer engagement continue to grow at an exponential rate. According to Microsoft’s 2016 State of Global Customer Service Report which surveyed 5,000...

6 Technology Trends Shaping Digital Transformation

Digital transformation, as defined by Constellation Research, is "the methodology in which organizations transform and create new business models and culture with digital technologies." And these...

Why Design Thinking is Good for Digital Transformation

In a new Aligning the Organization for Its Digital Focus report from MIT Sloan Management Review and Deloitte University Press, nearly half (44%) of the more than...

What Every CEO Should Know About Customer Service and the Customer Experience

According to Forrester Research, more than two-thirds of brands now aim to differentiate based on customer experience. Confirming this, the 2016 Dimension Data Global Contact...

How Digital Transformation is Impacting Sales, Service and Marketing

Breakthroughs in and the exponential pace of disruptive innovation are fundamentally changing the way we do business. Brands and organizations are looking to digital...

13 Haunting Customer Service Statistics

It’s frightening how much expectations for customer service have grown over the past few years. With more and more technology at their fingertips (and...

Holiday Rush: 3 Things Retail Can Do Now to Prepare

Thirty-six percent (36%) of Americans will begin their December holiday shopping before the month of November this year; 19% plan to have it completed...

16 Stunning Statistics that Forecast the Future of the Internet of Things

When we started this decade, the Internet of Things was a basically a buzzword, talked about by a few, acted upon by fewer, a...

16 Top Customer Experience Takeaways from CRM Evolution

While there were more than 100, perhaps more than 1000, top takeaways from the recent 2016 CRM Evolution conference chaired by Paul Greenberg (as well as...

6 Ways Communities Complement Customer Service

In today’s world, customer service is changing rapidly with greater expectations for reduced customer effort and brand transparency, as well as increasing preferences for...

Buy or Bye? Why Customer Service is Increasingly Key to Retail Success

Today’s retail customer is always shopping around – in store, online, on the phone. And in a 24/7 global marketplace where it’s becoming increasingly...

16 Statistics Shaping the Future of Customer Service

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding)...

6 Metrics to Measure Your Customer Service Knowledge

Customer service knowledge comes in many forms from customer self-service knowledge to agent-facing knowledge, and many formats from video, to knowledge base articles and...

How Many Employees Does It Take to Break the Customer Experience

Just one. And unfortunately for most organizations, the customer experience is breaking or splintering hundreds if not thousands of times daily – from how customers...

2016 Customer Service Trends: “Humanless” Customer Service Driving Change

As we start talking about self-service, virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where...

Is the Force Strong with Your Customer Service Team?

00000 Ever since I was little, I’ve loved Star Wars. When Episodes I, II and III came out in the late 1990s and early 2000s,...

3 Customer Service Lessons (Past, Present and Future) from A Christmas Carol

00000 A Christmas Carol by Charles Dickens has been inspiring change for well more than a century. It was written by Dickens to inspire social change,...

Customer Experience Consistency: What Your Employees Don’t Know Can Hurt You

“Every employee can affect your company’s brand, not just the front-line employees that are paid to talk to your customers.” ~ Tony Hsieh A Gartner...

The 2015 Wish List for Holiday Customer Service

The holiday shopping season is upon us, and do you know what that means? Someone is inevitably going to be injured fighting for a...

Government Customer Service: 3 Ways to Get Better Even as Budgets Get Smaller

Government customer service continues to be plagued by shrinking budgets and staff, and increasing media coverage when things go wrong. While many agencies have...

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