Customer Experience view of your call center technology
By 2022 the global cloud based contact center market is growing from USD 6.8Bn in 2017 to 20.93Bn in 2022. This makes for CAGR of 25.2%. If you…
Tag: Article
CX skills builder: How to articulate your CX value & secure your budget
In CX SKILLS BUILDER: OWN THE CUSTOMER EXPERIENCE we urged you to find CX problems and fix them instead of diagnosing and mapping them. That…
CX Skills Builder: you may have a CX job & not know it.
In last article we talked about the identity crisis of CX professionals and we urged you to fix any small problem or seam on the customer…
CX Skills Builder: own the customer experience
Often, Customer Experience professionals do not believe that they can improve customer experience by impacting the experience design for their customers. Why? What causes this…
The 7 benefits of sharing Purpose with employees and customers
Richard Horner finds plenty of evidence to support a compelling purpose statement Your company has a mega epic Purpose statement. A purpose so powerful it…
What is big data and why should I care?
Big data has become part of our daily language. We read about it. We see companies that are “experts in big data.” LinkedIn is filled…
The future of VOC measurement: Don’t let organisations do it themselves!
When it comes to the subject of Customer Experience (CX), everyone has an opinion. Differing opinions are not a bad thing – it is incredibly…
Do you feel lucky?
I’ve just finished reading What Happened, Hillary Clinton’s book about losing the “un-lose-able election”. It took me back to an interview I saw a few…
A single story
A few years ago, I had the enormous privilege of seeing Chimimanda Ngozi Adichie speak about her latest novel. I knew nothing about her except that she…
How often do you offer genuine hospitality?
Nick Bush fills up with hospitality, but wants more Having grown up in a hotel and then a restaurant I am, more than most people…
