Bob Thompson

Dumbed Down CX: Just Make It Easy, Stupid!

The CX movement has been going strong for more than a decade now. Unfortunately, less than 1/3 of CX initiatives have been truly successful. Some think the answer is simple: stop trying to "delight" customers and instead just make things as easy as possible.

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...

What does “Customer Experience” really mean? Text analytics sheds some light

Experts don't have the final say on what becomes a common meaning of a word or term. What does "customer experience" really mean, based on analyzing 20,000+ CX posts on CustomerThink?

Introducing the CXtech 100K, a $1 Trillion Market. You’re Welcome.

A few years ago a vendor emailed me to ask: “How big is the CX market?” I replied that CX wasn’t a market, it was a strategy. I stand corrected.

Pega Infinity: A platform for Digital Transformation… but something is missing

Last week I attended PegaWorld 2018, one of the best tech conferences I've been to in years. Kudos to the event staff for producing...

Is There a Blockchain in Your Future?

The IT industry has an amazing knack for hyping the next big thing every year or two. In recent years we've progressed through Big...

The power of FOCUS helps Infusionsoft and Zendesk stand out

Back in the olden days circa 2000, it was easy to figure out who the CRM leaders were in the SMB market. Goldmine, ONYX,...

How to Fix Cable: Better CX, More Innovation, or Lower Prices?

Psst. I have a confession to make. Don't tell my cable company, but I'm preparing to make "the call" to become another cable cutter....

Ryanair: Low Prices + Unhappy Customers = CX Success Story?

Ryanair is the most successful airline in Europe, riding its low-low-low price strategy for years. Since price is part of the customer experience, is Ryanair a CX success story? Or is higher levels of customer satisfaction required?

Questions About Qualtrics: Will a Marketing Magician Lead the CX/VoC Industry?

I attended the Qualtrics annual Summit a couple of weeks ago to learn more about a vendor that appears to be on the rise...

An Inconvenient Truth: 93% of Customer Experience Initiatives are Failing…

Less than 1/3 of CX initiatives are successful. That's worse than CRM! What should be done about it?

AI and CX: A Happy Marriage? Seattle Leaders Say…

Last week I had the pleasure of hosting a lunch discussion in Bellevue, Washington (a few miles east of Seattle) about the role of...

Can SurveyMonkey and Zoho Disrupt Enterprise Software?

I know, "disruptive" innovation has become a cliché, but hear me out. Recent announcements by SurveyMonkey and Zoho caught my eye and have the...

Can Outsourcers Help You Be Customer-Centric? TELUS International Say “Yes”

Think back 10+ years ago, and what did outsourcing really mean? Saving money, if we're completely honest about it. Nothing wrong with cutting costs,...

Hyatt Uses HUMAN Intelligence to Give Customers Relief from IVR Hell. Who Knew?

Call it Revenge of the Humans. With mounting hype about AI, bots and all things automated, I was delighted to recently learn that humans...

Forget cosmetics. The top 3 drivers of personalization success in ecommerce [Others are reading...

I've been following personalization since, well, forever. That being when I started my firm in 1998. That's about the same time that Peppers and Rogers...

Verint Provides Engagement Tools for CX Practitioners, and a Case Study of CX in...

Last week I spent a very enjoyable three days in steamy Orlando, Florida attending Verint's annual customer-fest Engage 2017. I got an update on...

Voice of Customer Industry Trends: Consolidation, Disruption, and the Rise of Real-Time Action

Are you listening to the voice of your customers? Of course you are. Based on CustomerThink research, nearly all large enterprises conduct ...

[iCXM News] Intelligent CXM or CRM? Updates on Anexinet, InsideSales, Pegasystems

In the wake of my long iCXM Comes of Age article, AI activity continues apace. I've decided to periodically post a summary of new...

iCXM Comes of Age — Using AI to Know, Engage, and Serve Your Customers...

"The future is already here – it's just not evenly distributed." ...

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