Editor's Picks

Thought Leadership Articles

Relentless Execution: The Key to TELUS International’s Customer Experience Success

I wish I lived in Canada so I could experience the TELUS brand firsthand as a cell phone user. You see, I've had an...

The Power of Partnership: Enabling Action Through Collaboration

This is not the first article I have written about collaboration. Regular followers of my ramblings will have seen the words, "silo" and "cross-functional"...

Are You Really Engaging Customers? 3 Tips to Get It Right

Too many marketers assume that their strategies and offers are engaging their customers. This assumption is often wrong. Unless you are engaged in two-way...

Customer Journey Insights Increase Marketing Impact

Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers'...

Think Tank Discussions

Bots and automation don’t automagically create a great customer experience

The alliterated alternate title for this post could be: Tickets, Tools, and Taylor Swift — One Father’s Afternoon in Automated Customer Experience Purgatory. Subtitle: a small case study of anti-patterns for customer experience bots and automation. My...

Sponsored


New Posts