Tag: Technology

Ask a CX Expert: CX In The Age of Self-Serve and A.I. [Video]

Ask a CX Expert: CX In The Age of Self-Serve and A.I. [Video]

This week, our #CXExpert discusses the benefits of integrating technology into the customer experience. However, companies need to continue instilling the human connection through their high-tech offerings.

Companies Have Slashed Costs to Show Profits: Technology Is The Next Frontier

Companies Have Slashed Costs to Show Profits: Technology Is The Next Frontier

Since the economic downturn in 2008, corporate America has been managing to squeeze profits by reducing budgets, stretching staff thin and adding technology at every turn to reduce human interactions. Now the wake-up call!  Virtually, everything has been turned into a commodity. According to Mike Berman, founder of Berman Means Business and a leading turnaround …Continue Reading

The Future of the Customer Experience

Filed in Blog, Customer Service, Technology by on December 11, 2013 0 Comments
The Future of the Customer Experience

Brian Vellmure, a prominent customer experience consultant, recently wrote an articulate and insightful blog.  The future of the customer experience was highlighted and how the digitization of everything we touch and hear will affect the way we do business sooner than can be imagined; in fact, it’s happening now. While Brian stresses how technology will …Continue Reading

When Technology and Common Sense Don’t Match

When Technology and Common Sense Don’t Match

Our company has been purchasing health insurance from the same provider for the last 10 years.  I’m in the customer retention business.  I counsel my clients on how to provide excellent customer service in order to get repeat business. So loyalty to my suppliers is also part of my ethic.  After all, it should be …Continue Reading

Why Don’t We Just Pick up the Phone?

Filed in Blog, Personalizing Service by on April 25, 2012 0 Comments
Why Don’t We Just Pick up the Phone?

Based on the title of this blog post, you are probably thinking that I’m going to write about why companies don’t pick up the phone fast enough, or at all. That’s not what this blog is about. While I feel that the personalization of service is slowly vanishing, I also think that too many of …Continue Reading