I originally wrote today's post for CallidusCloud. It appeared on their blog on March 22, 2018.
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
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.