Colin Crowley
AI-Powered Chatbots: Turning Conversations into Conversions
How AI-powered chatbots can drive more revenue and boost efficiency in retail businesses In today’s digital world, would a business benefit more from keeping an eye on the competition or putting everything it has into its customer base? Scott Cook, eBay founder, said, "Instead of…
When Self-Service is the Best Customer Service
Customer expectations are constantly changing, not only in how they purchase and spend but also the way they engage with brands and the expectations that come along with those interactions. For brands this means they can’t afford to deliver sub-par customer service or their...
Turning Minutes into Seconds: What to Expect in CX in 2023 and Beyond
The customer service industry is used to a lot of talk about the voice of the customer in marketing literature and in the media. If we could make that collective voice literal, I think it would sound something like this: “Hey, it’s me –...
Four Ways to Cut the Clutter and Revamp Your Data for CX
Cluttered and siloed data can stand in the way of providing a great customer experience. However, when customer data is decluttered and analyzed properly, businesses gain valuable insights into customer behavior, which can shape internal decisions and create new revenue streams. Tapping into customer...
Five CX Lessons From The Hard-Hit Travel Industry
The true test of an organization’s customer service is not when things are going well, but rather how things are managed when they aren’t. As the fragile travel industry tries to recover, it’s been dropping the ball on customer service – a lot. Some...
What The Private Sector Can Teach Government About Customer Experience
Government entities aren’t exactly known for their customer experience (CX) focus—we all know the dread of going to the Department of Motor Vehicles (DMV). But to be fair, government agencies haven't really needed to care. In the absence of competition, the incentive to innovate...
Behind the Curtain: The Theater of Customer Service
I’ve been a fan of the theater for as long as I can remember. So much so that when I am not working to enhance customer experience (CX) by day, you can often find me writing plays. While it may seem that these two...