Esteban Kolsky

While my blog was being “reworked” (read: unhacked), I posted in Linked-In about the webinar I did last week with Microsoft.

That was the first of a three-webinar series on the challenges affecting customer service these days and for the next couple of years.  The first webinar was on the evolving role of customer service and how it is going to look in the next decade.

(lengthy post warning: over 4,000 words)

I wasn’t even close.

After the first of the three video webinars, we did with Microsoft on customer experience I wrote a blog post saying that I had found the four questions you had about customer experience.

Man, was I off.

Earlier this year I presented at C3 in Las Vegas. The topic of my presentation was Customer Experience for Executives. It was very well received, if I say so myself – since no one else was in the room… Kidding! I was asked to post a brief summary of the talk here.

One of the topics that we set out to discover during out surveys past two years (note: take our survey this year, please? was whether organizations and practitioners were already on board with the concept of omni-channel. What we found out was pretty much in line with what we expected: it is too early for them to focus on it.

Yes, it’s that time of the year.

The (now) fourth version of this wonderful research on Customer Service Usage and Adoption report is coming back!

If you and I communicated recently (say, last 1-2 years) in any way – talked, emailed, came to a panel or keynote of mine, or are just lucky enough to be my client – you know how much I — er, “love” customer journey mapping (CJM).