customer experience

Three Pitfalls to Avoid with Artificial Intelligence in Customer Service

A few weeks ago, I did a webinar on using AI in customer service with my friends at ServiceNow.   It was very well received, and since then I got some questions about the content.   There was one slide that was the most di
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Telling Your Customer Stories through Journey Maps

Do you know the power of storytelling? And do you use it in your customer experience transformation efforts? 
 
Back in 2014, I wrote a post about a museum experience I had at the California Science Center in Los Angeles where a docent told stories about the exhibits and engaged the audience far more than detailed display placards ever could.
 
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Optimize Your Customer Journey

Did you know that data is a critical component of your journey maps?

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Amplify Your Transformation with CX Champions - Part 2

This is the second part of my two-part series on how to stand up a team of CX Champions to activate your customer experience transformation efforts. 
 
If you missed Part 1, see it here.
 
I'll dive right in with more details about your CX Champions team.
 
How often does the CX Champions team meet?
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Amplify Your Transformation with CX Champions - Part 1

In this two-part series, I'll  outline how to stand up a team of CX Champions to activate your customer experience transformation efforts. 
 
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The Continuum of Data-Driven Success

I originally wrote today's post for Logi Analytics. It appeared on their blog on December 14, 2017.
 
Data is just data until you do something with it, right?!
 
That statement has plagued companies for a long time. For a variety of reasons, not the least of which is that they just don’t know what to do with the data.
 
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Journey Mapping Your Way to Better Customer Communications

I originally wrote today's post for Zingle. It appeared on their blog on January 16, 2018.
 
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CX Journey™ Musings: Golden Rule or Platinum Rule?

Here's another age-old debate... gold or platinum?
 
Personally, I prefer platinum.
 
Oh wait. What are we talking about? LOL.
 
Rules. I'm talking about rules.
 
I still prefer platinum! 
 
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Imagine That You're a Human...

Now there's a crazy statement to make during a customer experience design session...
 
"Imagine for a second that you're a human... "
 
Yikes!
 
Unfortunately, more companies need to start thinking this way!
 
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I Kinda Like The New Best Buy Ad

I kinda like Best Buy’s new ad campaign focused on its employees as problem solvers. I wish they’d gone further.
 
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