customer experience

 

Naysayers have been shouting "Surveys are dead!" from rooftops for a couple of years now. Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem.

 

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

 

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.

 

 

If you missed Part 1, see it here.

 

I'll dive right in with more details about your CX Champions team.

 

 

 

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.

 

 

 

Personally, I prefer platinum.

 

Oh wait. What are we talking about? LOL.

 

Rules. I'm talking about rules.

 

I still prefer platinum! 

 

 

"Imagine for a second that you're a human... "

 

Yikes!

 

Unfortunately, more companies need to start thinking this way!