Customer experience: it’s not what you do, but rather how you do it

Customer experience: it’s not what you do, but rather how you do it

A few years back it was easy to feel like a lone voice as the only advocate of how great a personal assistant like Siri would be. Now look at us (including my wife 😊)! We love the fact that without considering someone’s feelings, we can be super direct and just get stuff done – from calling home or working out time zones to just trying to prove a made up fact to friends at dinner.

Why personality (still) matters when it comes to automating customer service

Why personality (still) matters when it comes to automating customer service

According to a Walker study, by 2020 customer experience (CX) will have overtaken price and product as the key brand differentiator.

As a result, in almost every sector and industry; the race to the pinnacle of customer experience is resulting in more investment and innovation than ever before.

Do your customers think of you as CXy?

Do your customers think of you as CXy?

This is a challenge that contact centre managers and technologists have been tackling for many years; developing the right skills, building process and implementing tools to deliver a truly blended, consistent omni-channel customer experience. This continues to be the elusive holy grail of customer care.