Tim Whiting
5 ways to prepare for a new era of Customer Experience
« Back to all CX LabNotes BlogIf you’re familiar with the Gartner Hype Cycle, you’re probably familiar with the “peak of inflated expectations” and the “trough of disillusionment” that are precursors to the “plateau of productivity” represented by emer...
The value of cross-channel Voice of the Customer
A few years back, it seemed forecasters everywhere were predicting the demise of the call center as self-serve digital channels accelerated up the steep curve of early customer adoption. More recently, with the advent of automation in the form of Intelligent Virtual Assistants, natural...
Improving CX in the contact center. The devil is in the data.
Customer experience (CX) is today’s competitive battleground, so it may come as no surprise that CX is now a strategic imperative for many contact centers. In fact, according to a recent survey of more than 450 contact center leaders by Deloitte, CX ranked...
Crowdsourcing your QA – how to tap into direct, indirect and inferred VoC to...
After leading a dozen or so major website redesigns, I am familiar with the euphoric thrill of publishing and propagating a new website. It’s the realization of months of iterative discovery, creation and testing. Many times, however, the celebration is short-lived as the reality of...
3 key takeaways from Forrester CXSF 2016 for CX professionals
I was fortunate to attend the recent Forrester CXSF show in San Francisco. As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstayMobile as a de facto customer engagement...