Tricia Morris
Tricia Morris is a product marketing director at 8x8 with more than 20 years of experience at technology companies including Microsoft and MicroStrategy. Her focus is on customer experience, customer service, employee experience and digital transformation. Tricia has been recognized as an ICMI Top 50 Thought Leader, among the 20 Best Customer Experience Blogs You Must Follow, and among the 20 Customer Service Influencers You Must Follow.
While many brands and organizations are stepping up and keeping up when it comes to multichannel customer service, it’s the transition between channels where...
In watching the coverage of the 2016 U.S. presidential race, some recent pre-election polling questions regarding public perception also seem to ring true for...
If your brand focuses on consistent and authentic customer service and engagement both before and after the sale, a one-time customer can become a...
Customers are changing the game when it comes to customer service, by changing the channels they use most. For the first time in the...
Customer empowerment is changing the way brands and organizations think about customer service -from smartphones putting all major service channels in the palms of...
Many successes in life have been and continue to be built from the best advice mom gave us. For example, Virgin Group founder Richard...
In 2004, when my oldest son was eight, we visited NASA’s Johnson Space Center on our way to Galveston, Texas. On the tour, we...
A great customer service quote from Shep Hyken states that, “the internal customer experience determines the external customer experience.” And while there are many...
In 2012, an IBM survey of approximately 1,700 CEOs around the globe predicted that social media would become the number two customer interaction channel...
For the greater part of the early 20th century, full-service gas stations ruled the roads, with customers frequenting the brands of their choice to...
A recent Customers 2020 report predicts that by 2020, customer experience will overtake both price and product as the key brand differentiator. Many say...
Chat has always been right on the bubble in terms of becoming a commonly used customer service channel. But since social media and texting...
Have you ever received a handwritten thank you note; had an old friend reach out just to say hello or that they’re thinking about...
In the movie Groundhog Day, Bill Murray plays dreary weatherman Phil Connors, doomed to repeat the same conversations over and over again until spurred by...
Ever received the wrong answer or information from a customer service agent and had to call back? Ever received different answers from different people...
Think about the growth of the mobile device market. Smartphone purchases have already surpassed PC purchases, but by 2017, 87% of the worldwide smart...
As time and technology advance, customer service delivery – with the continuing emergence and convergence of service channels – is becoming increasingly complex. Yet,...
“The trouble with the future is that is usually arrives before we’re ready for it.” ~ Arnold H. Glasow Customer expectations are changing and growing...
From an industry that’s seeing some of its most satisfying service statistics ever, as well as some of the least, making an investment in...
The holiday shopping season is just around the corner, and do you know what that means? Someone is inevitably going to be injured right...