I have hesitated to propose how to catch the shooting star that is the combination of Artificial Intelligence/Machine Learning (AI/ML), Large Language Models (LLMs),...
Two articles over this past Memorial Day Weekend emphasized how it's essential to improve customer experience (CX) and employee experience (EX) by walking in...
We all know that "all customers are not created equal" because some represent significantly more value than others, but have you also examined their...
While many organizations do a pretty good job figuring out which actions to take in response to customer contacts, relatively few challenge the need...
When customers encounter friction anywhere along their journey, from search/browse through purchase and consumption, their loyalty suffers and many of them leave. This was...
In my two previous posts, I introduced the concept of Frictionless Organizations and how they are able to produce superior returns by removing unnecessary...
Why do our customers have to bother to contact us?
It's amazing how many types of interactions customers have with companies that are inherently expressions...
Organizations have spent much of the last decade declaring that "Customer Experience is our #1 priority." Customer experience measurement exists in most companies and...
The foundational element to provide excellent customer service is to determine customer requirements for support. While many companies spend significant time and money to...
We often lament when we encounter poor customer service and bad experiences, including my earlier column called Qantas Interruptus1. It is easy to share...
Today somewhere between 30-40% of sales, collections customer care, and technical support services are provided by third-party outsourcers, also called business process outsourcing or...
By Bill Price, President Driva Solutions & David Jaffe, Partner LimeBridge Australia
Ten years ago when we published The Best Service is No Service: Liberate...
We all tend to use the tagline “analyze the customer journey” to discover opportunities to improve the customer experience, since it’s clear that companies...