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AI and the Contact Center: Working Together in Harmony
I originally wrote today’s post for NICE inContact. It appeared on their site on July 1, 2021.Problem statement: The agent experience drives the customer experience. But when agents get bogged down...
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5 Things Everyone Gets Wrong About Customer Service
I originally published today’s post for StellaConnect. It appeared on their site on May 25, 2021.Customer service is an important part of not only the customer experience but also the success of a...
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What’s the Secret to a Great Customer Experience?
What’s the secret to a great customer experience?I’ll keep today’s post simple – and fun. Bob Farrell, founder of Farrell’s Ice Cream Parlors, shared the secret to a great customer experience in 1973...
View ArticleTechnology Trends Improving Customer Experience in 2020
Customer experience has become a necessity for business success. Every day, consumers have a greater ability to interact with businesses and brands, and the majority of them expect companies to...
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From worthless to priceless: Transforming your Contact Centre into a Customer...
From Contact centre to Customer Value Centre: read our new opinion paper. As we are not at the CCW, please watch also our webinar!Dear Reader,We at Futurelab tend to have strong beliefs – and we are...
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Customer Service Happens When the Experience Breaks Down
Understanding the difference between customer experience and customer service will save you money in your contact center!There’s a quote (which I may have evolved over the years) from Chris Zane,...
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CX Journey™ Musings: In the Name of Humanity…
As a customer experience professional, you focus a lot on the customer. You put the customer on a pedestal. You put the customer front and center. And rightly so; without customers, you have no...
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11 Best Ways to Provide Customer Service Through Social Media
Social media has become the go-to channel for customers and brands to communicate with one another. The conversation can involve anything from questions to complaints to shout-outs, but whatever the...
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The Contactcentre as a Profitcentre
I don’t think there is any need to push the statement “a great customer experience leads to happier customers, which in turn leads to higher profit” anymore – over the past 20 years we have seen...
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The Evolving Role of Customer Service: Your Questions
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...
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NPS: How to start small and get quick results
If you’re (re)starting a Net Promoter program, you might be taking the first steps of a journey that will profoundly impact your organisation. And your career. NPS is still the most practical,...
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Customer Experience and Customer Service: What's the Difference?
It's that time of year again... This week, we are celebrating CX Day and Customer Service Week. I love that they land on the calendar at the same time, and yet, let's just keep adding to the confusion!...
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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...
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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...
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Optimize Your Customer Journey
Did you know that data is a critical component of your journey maps?I've written a lot about journey maps and journey mapping over the last several years. I've also written about the importance of data...
View ArticleEnterprise Software Priorities for the Next Decade
As I continue my myriad research projects this spring season I come across incredible insights from those I interview. I have been doing a lot of work in platforms, data usage (including AI),...
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Starbucks Isn’t The Only Brand With Nonpaying Customers
Recent events in Philadelphia revealed that Starbucks needs to address issues of racial bias in its stores. It also showed that it doesn’t have a clear company policy on handling visitors who haven’t...
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I Spent 29 Years Adopting Channels for Customer Service – Here is What I Learned
I figured I’d try a little bit of click-baiting, see how it works…Beyond the lame title, this is a good post. Another one in the “I did an amazing webinar, and these are the questions I did not get...
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Conversational commerce, without the BS
I’m investing substantial time and effort in helping people to better understand what all the hype around AI and conversational commerce technologies like chatbots and intelligent digital assistants is...
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Thoughts оn machine learning for customer service chatbots
I’m thinking out loud a bit about machine learning strategies for customer service chatbots. Bear with me. More question than answers, because some of the strategies I see, I just fail to understand. I...
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