Rob Walker

Power to the (Call Center) People: Next-Best-Action Nudges Agents With a Way to Resolve...

We all know that a call center experience can often make or break a customer's decision to continue purchasing services from a company. Too often, it's on the break side, with uninformed call center agents not knowing the right steps, doing the wrong...

Will 2008 Be the Year of CEM for Telco Companies?

Churn is one of the single greatest problems facing the major Telco's today. With outdated back end systems trying to keep up with regulation, competition, and an increasingly demanding consumer, many of these companies are seeking out new technologies to help them streamline and...

Customer Experience in the Insurance Industry

A recent benchmarking of customer experience in the insurance industry by international research firm The Customer Respect Group placed insurers at an unhealthy 5.5 out of 10 when it comes to interacting with customers online. Shocking? Unfortunately, no, not for that industry which is...

Put Your Customer Experience on Auto-Pilot

In 2007 we saw organizations rally around Customer Experience practices. Many companies across a wide range of industries – insurance, banking, telecom to name a few -- now have Customer Experience Management (CEM) ambitions, departments, and directors. Much effort, both by organizations and CEM...

Smart Customer Interaction Reduces the Demand for Data and Improves Response Time

In Silver Blaze, a murder story featuring that incomparable master of deductive reasoning, Sherlock Holmes, the key to solving the mystery lies in the "curious incident of the dog in the night time." The clue? (Warning, spoiler alert if you haven't read the book)...

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