A customer experience audit can take one of two formats or meanings. In this post, I talk about one of those two: the audit of the structure and strategy you have in place to deliver the experience your customers are having – or desire to have.| CX Journey™
Back in late 2015, I wrote an article titled Work Harder or Smarter? in which I offered up some ways to help employees work more efficiently - ultimately, to work smarter. The last item on the list was automation. Fast forward five plus years, and automation is likely at the top of the list now for a lot of companies! But for many, the term “automation” brings chills, with visions of job losses and customer frustration.| CX Journey™
There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? I define it for you in this post - and I outline the four inputs that feed into and inform a customer-centric culture.| CX Journey™
mundane, repetitive tasks, it takes them away from what’s important, interesting, and impactful – and both the agent experience and the customer experience suffer. Is using AI in the contact center the right solution to get agents back on track?| CX Journey™
