Tricia Morris
Tricia Morris
Tricia Morris is a product marketing director at 8x8 with more than 20 years of experience at technology companies including Microsoft and MicroStrategy. Her focus is on customer experience, customer service, employee experience and digital transformation. Tricia has been recognized as an ICMI Top 50 Thought Leader, among the 20 Best Customer Experience Blogs You Must Follow, and among the 20 Customer Service Influencers You Must Follow.
The Evolution of Customer Service [INFOGRAPHIC]
Customer service delivery channels are increasing and evolving at a dizzying pace. A recent Ovum study of more than 8,000 consumers shows that 74...
3 M&Ms, a Picture of Bacon and What This Has to Do With Customer Service
When you make an online reservation at a hotel, the special requests section usually consists of a pre-determined list that typically includes a rollaway...
Give Your Customers What They Need Before They Ask
Customer expectations are both changing and increasing, which means customer-centric brands must operate in a constant state of evolution while still maintaining a focus...
5 Considerations for Choosing Who’s Responsible for Social Customer Care
Recent social customer service snafus made by big brands such as Bank of America and Applebees have proven that not just anyone, and definitely...
Self-Service’s Future Stems from Customer Service’s Past [INFOGRAPHIC]
A recent Fast Company article seeks to explain Why the Future of Customer Service is Self-Service, and I'm not one to disagree that self-service...
5 Ways to Provide Customer Self-Service with a Full-Service Feel
From banking to bill paying, self-service is the new norm. Consumers are increasingly being empowered to do almost anything themselves online, from checking prices...
3 Little Words Everyone Longs to Hear: Government Employee Engagement
Most government agency employees want to work in a role where they feel they're productive and making a difference each day, but it's difficult...
Customer Service: Pay Close Attention to the Man Behind the Curtain
No matter how advanced and impressive customer service technology may become, when it comes down to it, an exceptional customer service experience still relies...
Making Better Government Customer Service Pay Off
It's been some time in the making, but both industry and government entities have realized that customer service investments can and do pay off....
Retail Expansion: The Customer is the Key [NEW REPORT]
A new KPMG 2013 Retail Outlook Survey notes that using or acquiring cloud technology to improve customer service and engagement will be the key...
Social Customers Aren’t Liking the Way Men’s Wearhouse Looks Right Now
Since 1973, Men's Wearhouse founder George Zimmer has been building a brand, traveling around the country to talk about leadership, management style and internal...
The Government’s Listening to Citizens? Hey, That’s Not a Bad Thing
Government agencies are now listening to what constituents are saying. But that isn't necessarily a bad thing, especially when it comes to service and...
INFOGRAPHIC: The Financial Impact of Customer Service
There is a high price to pay for poor customer service, while conversely, there is money to be made from consistently delivering an exceptional...
Government Customer Service Outlook: Cloudy with the Potential for Continued Cost Savings
With government spending being scrutinized more heavily than ever before, and budgets and workforces being slashed, there is a bright spot for significant savings,...
3 Ways to Personalize the Customer Experience Without Getting Too Personal
In using technology and its big or little data to create a more personalized customer experience, one of the key things that brands and...
5 Reasons Why It’s Time to Chat with Your Customers
Chat has always been right on the bubble in terms of becoming a major customer service channel. But since social media and texting have...
Government Customer Service Success Hinges on “No Wrong Door” Approach
Since the 16th century, government has been bound by a struggling service reputation that has frequently been summed up by the phrase "red tape."...
5 Key Words of Advice from the World’s Most Famous Customer Service Representative
Virgin Group founder Sir Richard Branson serves travelers abroad a Virgin America flight New York to San Francisco in a handout photo from Virgin...
Moving a Mountain to Get to a Better Customer Experience
While the number of frequently-used customer support channels reached a brief plateau in the first decade of the new millennium, the early 2010s have...
4 Reasons Customers Will Dump You for Another Brand
A discount, referral from a friend, Facebook, or an online search may have introduced your brand to some of its best customers, but after...