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The Better Experience

The Better Experience

CategoriesNews, ProcessPosted on June 21, 2022June 24, 2022
Call Centers. Everyone has them. Some are really legacy, like banks. Others are pretty newer. Most customers are not fond of them. Whose fault is it then? Is it the organization's fault that customers hate their call center? Or perhaps it is the vendor's fault for selling a substandard…
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Delivering Wow unreservedly with Customer Service

Delivering Wow unreservedly with Customer Service

CategoriesNewsPosted on November 9, 2021November 10, 2021
Customer Experience or CX is the sum of all the interactions between a customer and an organization. Many org…
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Mind the CX Gap

Mind the CX Gap

CategoriesNewsPosted on April 22, 2021July 5, 2021
In the rush to digitize, many organizations have invested piecemeal on various technology solutions to better…
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A Tale of two Companies

A Tale of two Companies

CategoriesNews, PeoplePosted on May 12, 2020May 12, 2020
Can you afford to screw up Customer Service in a post-pandemic world? With the growing e-commerce industry…
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Healthcare and Customer Experience

Healthcare and Customer Experience

CategoriesNews, ProcessPosted on March 23, 2020April 19, 2021
When we talk about Customer Experience or CX, many of us immediately think of our bank or our telco, or perha…
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Lessons from a home renovation

Lessons from a home renovation

CategoriesNews, People, ProcessPosted on September 19, 2019September 19, 2019
Recently, I've had to engage a home contractor to redo the tiles in my bathroom. The whole project took a lot longer than I expected and while it finally was complete successfully, many lessons can be inferred into any industry or project, including customer experience. Training & Learning a…
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Driving Innovation with Big Data

Driving Innovation with Big Data

CategoriesNews, TechnologyPosted on August 10, 2018
During end of the 20th century, when globalization was growing quickly, there were plenty of growth and market…
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How to destroy Customer Experience

How to destroy Customer Experience

CategoriesNews, ProcessPosted on July 14, 2018June 14, 2021
When you have a premium product or service but the whole experience doesn't measure up - don't waste your time…
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