Tim Carrigan
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)
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...
How to Wow Your Customers with Individualized Experiences – And Why It’s Harder Than It Looks
One size rarely fits all. Obvious? Apparently not, judging by how often businesses have a customer experience (CX) strategy that forces everyone to use...
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...
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...
How to Maximize Customer Experience with Journey Maps – and Why So Many Companies Don’t
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...
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...
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...
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...
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...
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...
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...
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...
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...
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....
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...
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. ...
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...
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...
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...