Bill Price: Rehumanizing Customer Experience in the Age of AI
Is Being a Frictionless Organization Now an Essential Strategy?
Organizations have spent much of the last decade declaring that "Customer Experience is our #1 priority." Customer experience measurement exists in most companies and...
3 Ways to Obtain Customer Requirements for Support. No Surveys Required!
The foundational element to provide excellent customer service is to determine customer requirements for support. While many companies spend significant time and money to...
Towards an Energized Workforce: 3 Ways to Score Your Organization’s Success… or Failure
I recently ran across my post in CustomerThink from January 20091 as the U.S. was beginning to dig out from “the Great Recession”. In...
Reducing Customer Churn Using 4 Steps of Customer Contact Analytics
Reducing customer churn is a tall challenge for every company. Marketers are well aware that is far less expensive to retain a customer that...
Should You Serve New and Experienced Customers the Same? No! And Yes.
The old idea that all customers are created equal and that one-size-fits-all was ripped apart by Peppers and Rogers in their seminal first book...
4 Ways to Focus on the Silent Majority — Customers Who Don’t Complain
Recently I read a disturbing a quote from a senior executive … “For every one person who complains there are 99 in favor …...
How to Score a Perfect 10: Three Lessons to Delight Your Customers
We often lament when we encounter poor customer service and bad experiences, including my earlier column called Qantas Interruptus1. It is easy to share...
5 Ways to Get Your Outsourcers To Love Your Customers as Much as You Do
Today somewhere between 30-40% of sales, collections customer care, and technical support services are provided by third-party outsourcers, also called business process outsourcing or...
“The Best Service is No Service” Turns 10, Going Strong!
By Bill Price, President Driva Solutions & David Jaffe, Partner LimeBridge AustraliaTen years ago when we published The Best Service is No Service: Liberate...
Qantas Interruptus: How to Ruin the Customer Journey
We all tend to use the tagline “analyze the customer journey” to discover opportunities to improve the customer experience, since it’s clear that companies...
How to Increase First Contact Resolution with AI, Bots, and Big Data
Building on my April 2018 column “Using AI, Bots, Big Data, and Analytics to Reduce Demand for Support”1, one of the seven vexing challenges...
How to Improve Customer Experience and Slash Operating Costs Using Robotic Process Automation
By Bill Price, Partner Antuit & President Driva Solutionsand Scott Tweedy, VP Driva Solutions
As business leaders we are all aware that “digital is changing...
Using AI, Bots, Big Data, and Analytics to Reduce Demand for Support
If we set as an overall goal “How can we create and sustain a consistent and awesome customer experience across multiple channels & touch...
Net Promoter Score: Four Problems, Two Remedies
Net Promoter Score or NPS has been around for about 18 years. It’s a simple way to get a pulse on how your customers...
6 Key Statements to Propel Your Customer Experience Program
Sometimes we get wrapped around too many axles defining and dimensioning customer experience programs. Instead, if we examine these 6 key statements and re-shape...
Creating Personalized Service Using Predictive Analytics
Let me start by telling three intersecting stories.
First, back in the 1990s I was leading MCI Call Center Services and beginning
...
Applying Speech and Data Analytics to Improve Customer Experience
In my earlier columns I have addressed several ways that you can improve
customer experience using Big...
Is the Customer Always Right? Should You Fire Some of Your Customers? 3 Ways CX Analytics Can Help
Recent customer rage reminded me of a TiE (The Indus Entrepreneurs) panel
10 years ago when the...
How Will Analytics, AI, Big Data, and Machine Learning Replace Human Interactions?
Calls for the death of human intelligence and human interactions are
premature.Or are they?...
Why Don’t Retailers Make it Easy to Cancel Their Catalogs? Navigating the Maze to Drop 47
I have a confession to make. My wife and I do a lot of online shopping, and
...