Bill Price
Bill Price
Bill Price is the Founder & CEO of Intendra AI, a CX analytics company, and President of Driva Solutions (a customer service and customer experience consultancy); co-founder of the LimeBridge Global Alliance; Chair of the 26-company Global Operations Council, and co-author of four books: The Best Service is No Service, Your Customer Rules!, The Frictionless Organization, and Zero Complaints. Bill served as Amazon.com's first Global VP of Customer Service and held senior positions at MCI, ACP, and McKinsey. Bill graduated from Dartmouth (BA) and Stanford (MBA).
CX Is Trapped. AI Won’t Save It. People Will.
Customer experience (CX) is trapped between metrics that few understand, dashboards that are barely used, and committees that repeat themselves in a loop.
Beware of Silent Sufferers! First Contact and Digital Containment Rates are Worse than You Think
For the past 30 years, we have not calculated first contact resolution (FCR) or digital containment rates correctly.
How to Use AI to Assess and Retain Your Best Agents
To build a better customer experience (CX) and agent or employee experience (EX), figure out who your best agents are, find more frontline staff like…
AI-Powered Insights: Who’s Asking for Help (or Not) and What to Do Next
In many of my previous articles, I have encouraged calculating and reducing the rate of customer-initiated contacts, rather than focusing solely on volumes. A...
Getting it Right: Five Practices to Become Frictionless, Save Money, and Delight Customers
In my last article in February 2025, "Making It Right", I introduced "5 Practices to Flip the Turtle" to calm irate customers and enable...
Making it Right in Customer Service: Five Practices to “Flip the Turtle”
One of the most important programs at Amazon.com, when I was the worldwide vice president of Customer Service, was "Flipping the Turtle." I loved...
Why EX is Like CX: The Seven Universal Needs of Employees and Customers
Ten years ago, my co-author David Jaffe and I sat down to figure out why some companies were consistently good at delivering customer experiences...
Stop the Madness! Three Examples of Why Friction Hurts CX
Ever since I left running customer service (CS) operations (Amazon 1999 to late 2001), friends and family have sent me their CS and customer...
Subtract! How Doing Less Can Improve Agent and Customer Experience
There are many examples of how doing less can improve your well-being such as downsizing and giving away items that you no longer use....
Improve CX Root Cause Analysis with AI and LLM: Five Steps to Take
We are hearing a lot these days about "getting to the root of the problem" including fixing Boeing's 737 jet problems and in the...
Reducing Agent Turnover: Applying Analytics to 100-Year-Old Observations
A few years ago, when I was in Nashville, I wandered into a used bookstore and bought called Foremanship1 written in 1927 by Glenn...
Harnessing AI to Become Frictionless. Part 1: Simpler, Smarter IVR Systems
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),...
Striving for CX Success? Answer These Five Key Questions First
Encouraging debate is often one of the best ways to sort out options and to plan the best plan path forward. Over the years...
8 Ideas to Improve Customer and Employee Experience — by Walking in Their (Uncomfortable) Shoes
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...
4 Ways to Improve CX and Achieve Operational Efficiencies using the “Propensity to Complain”
We all know that "all customers are not created equal" because some represent significantly more value than others, but have you also examined their...
Closing the Gap to Become Frictionless: 3 Examples Using the “Learn” Action
While many organizations do a pretty good job figuring out which actions to take in response to customer contacts, relatively few challenge the need...
How Reaching Out First to Your Customers is a Winning Move
Up until a few years ago, it was slow and expensive to contact a customer because you could only call them, email them, or...
How Frictionless Organizations Handle “I Want to Cancel My Account (or Service)”
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...
Three Short Case Studies of Removing or Creating Friction
In my two previous posts, I introduced the concept of Frictionless Organizations and how they are able to produce superior returns by removing unnecessary...
How to Galvanize a Business Around Customer Issues to Reduce Friction and Contact Volume
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...