Tim Carrigan
Tim Carrigan, Consulting Vice President at Andrew Reise Consulting, helps clients develop and deliver on their customer experience strategies. He recently co-authored the Customer Experience Fiasco, Learning from the Misguided Adventures of a Customer Experience Executive, now available in hard copy or Kindle version through www.Amazon.com. More information on the book, along with other customer experience case studies and guides, is available at www.AndrewReise.com. Follow Tim on twitter (@timjcarrigan)
Decades-high inflation and concerns of a recession have business leaders looking for ways to pursue cost-efficient growth in 2023. AI-driven automation can be a...
One size rarely fits all. Obvious? Apparently not, judging by how often businesses have a customer experience (CX) strategy that forces everyone to use...
Consumers have been forced to change the way they work, shop, eat, travel, and even get healthcare due to COVID-19. They are re-thinking what...
Speech Analytics has exploded in adoption in recent years. As consumers get increasingly survey fatigued, many customer experience teams are looking for other ways...
Lots of companies now use journey maps to understand and improve the customer experience. Problem is, they don’t use them very well. Analysts have...
Are you giving your customers what they want? What if they don’t know what they want? That’s not a brain teaser. Instead, it highlights...
Innovate or die. While reality in the realm of customer experience professionals might not be quite that stark, there’s plenty of hubbub these days about...
What is the single most important thing I can do to move the needle on our customer experience? It’s a question clients frequently ask...
What do your customers really want? Finding out isn’t just a matter of asking. It’s about asking the right questions – something that Forrester...
Journey Analytics is an upcoming trend of opportunity for CX Professionals to gain valuable insights into the customer experience. It’s a practical approach to...
Discover credit cards had a series of commercials where the people calling customer service are talking with a mirror image of themselves. The commercials...
In this period of rapid change, customer expectations are one of the key customer experience elements that have changed overnight. As referenced in a...
"Yes, but don't we need a team for that? What does that team look like?" I was talking to an executive recently...
Delivering improvements and setting a strategic path forward for a B2B company's customer experience is not that different than it is for B2C companies....
In the dawning Customer Experience era, we talk a lot about why it is important, how to get started, what you need to do...
I don't doubt you know how to build a business case for a Customer Experience initiative or even for a full blown strategy. ...
With a lot of corporations taking aim at improving their customer experience, it baffles some in the industry how many initiatives fail to ensure...
A lot of talk these days is focused on Customer Experience strategy. Stroll around any forum, talk to any research analyst, or chat...
The week of September 19th through the 23rd is one that will live in customer experience infamy. Few weeks saw as much turmoil...