Why I Don’t Love Chatbots
Today, we tackle the value proposition that chatbots are more valuable to companies than customers. I reject this. The ROI simply is not there, especially since better customer experience is…
CX Design Makes Form and Function Beautiful – and Cosmopolitan Magazine Notices
At its core, design is about value creation. In the world of Customer Experience, value-driven design requires CX professionals to use empathy to imagine a future customer experience that is…
Customer Engagement ROI
We have discussed the power of employee engagement for your brand. And we have explained the true meaning and ROI of a working corporate culture. Now, it’s time to examine…
Culture Is King – The Power Of Employee Engagement
In 2017 we introduced our ROI series recognizing the challenges all customer experience professionals have to obtain funding for CX initiatives and to prove their positive returns. Our second ROI…
Is AI Really The Answer?
Earlier this week we shared some of the pitfalls of implementing self-service and highlighted the importance of strategic and empathetic implementation. AI (artificial intelligence) is one of the self-service tools…
When Not To Invest In Self-Service Technology?
Every progressive brand aspires to have more self-service. Few implement self-service successfully. Self-service is a new tool to optimize a company’s workforce by removing transactions from the system. All industries…
Customer Experience Audit: Mobile Provider Eliminates Remote Workforce
How to balance the efficiency call center metric FCR (first call resolution) with wait and talk time? JetBlue promotes human interactions as a brand promise.
How to talk to your CFO about customer experience and revenue growth
Last month we introduced the topic of Customer Experience ROI and the complexity of building a good business case for it. The Customer Experience business case is strong, but not easy to prove. Today we will focus on two big wins of a successful customer experience investment – revenue and customer growth of your business.
Customer Experience ROI. Is It Worth Doing?
The business case for Customer Service is complex. Gone are the days when we bought a piece of hardware that depreciates over 5 or 10 year on the balance sheet. CX does not even show up on our assets list. At least not with that name.