Tim Carrigan
How Automating Contact Centers Promotes Growth While Cutting Costs
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 solution. Specifically, utilizing AI automation platforms in contact centers can drive down costs and improve customer experiences. Voice Recognition Over the...
How to Wow Your Customers with Individualized Experiences – And Why It’s Harder Than...
One size rarely fits all. Obvious? Apparently not, judging by how often businesses have a customer experience (CX) strategy that forces everyone to use the same website, the same app, or the same IVR menu. Marketers know better, and for years they’ve done better....
Consumer Brand Loyalty is ‘Up for Grabs’ – and what to do about it
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 matters most during their brand interactions – safety, selection, convenience, loyalty program, etc. All of this has inherently caused significant...
Top 5 Use Cases for Delivering Business Value with Speech Analytics
Speech Analytics has exploded in adoption in recent years. As consumers get increasingly survey fatigued, many customer experience teams are looking for other ways to gather insights. Speech Analytics tends to fit the bill – it utilizes customer interaction recordings of conversations already occurring...
How to Maximize Customer Experience with Journey Maps – and Why So Many Companies...
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 documented this problem for years. For example, Forrester Research CX expert Joana de Quintanilha says one common mistake is not...
Lead or Follow? How a Future-State-First Strategy Enables Customer Experience Innovation
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 one major reason why companies should seriously consider skipping a current-state analysis for their journey maps and go straight to...
Use Empathy to Improve Your Customer Experience Strategy
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 innovation - and recent events across the world that have impacted the ways we do business have upped the ante....
The Single Most Important Element to Improve CX
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 us as a customer experience consultancy. It’s also one that is likely best answered with more questions. For starters, are...
Why Quantitative Surveys Fall Short When it Comes to Crafting a Superior CX
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 Research says most companies fail to do. Take quantitative surveys, the No. 1 tool that organizations use when developing customer...
What Is Journey Analytics, and How To Get Started
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 identify opportunities and justify with firm ROI. In fact, in some recent examples we have seen with clients, Journey Analytics...
Five Reasons Why Personas Work—and Three Tips to Begin Using Them
Discover credit cards had a series of commercials where the people calling customer service are talking with a mirror image of themselves. The commercials all end with the tagline “We treat you like you’d treat you,” and they perfectly capture the value of personas,...
Changing Customer Expectations and the “Stay Safe” Lens
In this period of rapid change, customer expectations are one of the key customer experience elements that have changed overnight. As referenced in a previous blog, these expectations drive customer behaviors and, as CX professionals, it’s our job to understand these changes. Many times,...
Understanding Four Common Critical Aspects Of A Customer Experience Organization
"Yes, but don't we need a team for that? What does that team look like?" I was talking to an executive recently about Customer Experience when she posed that question. The answer was not one that could be quickly provided. ...
Five B2B Keys to Customer Experience Success
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. All B2B companies need to ensure they have a solid understanding of their customer through a strong Voice of...
B2B versus B2C – Debunking Five Customer Experience Myths
In the dawning Customer Experience era, we talk a lot about why it is important, how to get started, what you need to do to be successful and so on. But too often in those discussions, we use business-to-consumer (B2C) companies as our...
Six Strategies to Move Your Customer Experience Business Case from Solid to Sold
I don't doubt you know how to build a business case for a Customer Experience initiative or even for a full blown strategy. If not, you no doubt have people you work with who can cover all the main steps. I'm confident...
Finding the Sweet Spot of Customer Experience
With a lot of corporations taking aim at improving their customer experience, it baffles some in the industry how many initiatives fail to ensure that the customer relationship being nurtured is mutually beneficial. By that, I mean, initiatives that are good for the...
Five Crucial Keys to a Customer Experience Strategy
A lot of talk these days is focused on Customer Experience strategy. Stroll around any forum, talk to any research analyst, or chat with any consultant and the conversation typically steers towards questions about if your company has a strategy, what are its...
A Week That Will Live in Customer Experience Infamy
The week of September 19th through the 23rd is one that will live in customer experience infamy. Few weeks saw as much turmoil and alienation of loyal users/subscribers as this one. I personally lived through three of them, although a fourth was...