John Abraham

A Great Customer Experience Isn’t Something You Can Script

Several years ago, I met a successful customer service director in a retail bank. She had led the charge to bring customer experience thinking into the bank’s branch operations and call centers, defining how the company’s brand promise should be reflected in customer interactions....

Goal Setting: A Four-Point Health Check

John Abraham, GM, Medallia Institute, will be hosting our upcoming Medallia Customer Experience Certification classes in Sydney (Oct 7-9) London (Oct 14-16) or Boston (Nov 4-6). It’s that time of the year. Goal setting is in the air as companies prepare for year-end budgets and...

Why Customer Journey Mapping Works

"Most journey mapping just looks at the rational side of a Customer Experience and that is less than half of a person's human experience … That is why most journey mapping sucks." I couldn't resist picking up the gauntlet after I came across this quote...

Walk In the Shoes of Your Front Line

Data tells us a lot about where the challenges and opportunities are. But when it comes to customer experience, the most impressive transformation stories go a step beyond great data and analytics. Companies that make big leaps in their customer experience performance go deeper to...

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