Randy Saunders

The Primary Source of Agent and Customer Frustration? It’s the Desktop.

A new Ventana Research report titled, "Customer Experience Management: Improving the Consistency and Quality of Customer Interactions," reveals that the agent's desktop is a primary source of frustration for both agents and customers. That's no surprise to anybody who has been forced to navigate...

Kroger Loyalty Card Could Save Your Life

My neighbor was preparing a spaghetti and meat sauce dinner for her family when she was interrupted by an alarming phone call. "This is Kroger calling to notify you that the beef you bought at our store may be tainted. Throw it...

New Ventana Research Benchmark Reveals Slow Customer Experience Management Adoption

A new Ventana Research report titled, "Customer Experience Management: Improving the Consistency and Quality of Customer Interactions," confirms that businesses are only beginning to make progress towards managing the customer experience across the broad set of customer interactions. More than 253 worldwide companies from all...

Service Is Marketing

In the Advertising Age article, "How Apple Is Blurring the Line Between Marketing and Service," Pete Blackshaw finds that leading brands like Apple and Zappos are redefining and reshaping the consumer experience through better customer interaction. "Whether explicitly acknowledged or not, there's an unmistakable "service...

How to Be a Customer Experience Standout

This article is an excerpt from the white paper, Customer Experience Happens in the Contact Center, With Insights From Shaun Smith. It's no coincidence that a number of the companies delivering an unmatched customer experience are among the newest. Relative newcomers such as Amazon.com and...

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