Being Insensitive to Customers Is an Odd Business Plan
Some of the travel industry's offers seem suspiciously like extortion
Analyzing CX Means Looking at the High Points, Wherever They Are
How customers feel at the end of interactions is only part of the story, not the climax
The ‘Cost Center’ Notion Must Go (Finally)
Companies claim to be customer-obsessed, but customers themselves feel otherwise. What's not adding up?
To Truly Work, AI Needs to Get Really Personal
Artificial intelligence must do more than reflect back what it thinks it knows about us
Speech Recognition Is Not Speech Understanding
Companies and contact centers strive to communicate with customers across countries and languages, but are their efforts getting lost in [machine] translation?
Yes, Companies Can Influence Customer Emotion
How experiences make customers feel is crucial. Ignore that at your own peril.
Conversational AI Should Speak Plainly and Carry a Big Meaning
Highly technical or lawyerly utterances should be eschewed—in other words, lose the jargon
How Chatbots Can Create a New Kind of Agent
Conversational AI will change customer service, and humans will still matter
AI Isn’t Inevitable—It’s a Choice
Companies should approach automation with judgment and analysis, not resignation
Is Customer Service Ready for the Nonstop Chatter of Messaging Apps?
When the going gets weird, the weird turn pro
Where Is Amazon Go-ing With This?
The staffless Amazon Go stores seem like a convenience revolution—though for now, the experience might be beside the point
With Customer Experience, ‘Good’ and ‘Consistent’ Aren’t Always the Same Thing
Experiences that lead to happy customer outcomes can yield less-than-ideal business outcomes
Virtual Agents Hear What You Say. Do They Know What You Mean?
Deciphering intent is best left to humans, who have a hard enough time with it
Customer Service Needs to Tackle Customer Emotion
How a customer feels about an interaction is the biggest contributor to good CX
Real-Time Analytics Provides ‘Quality Assurance’—and Privacy Concerns
Those QA recordings can also be recording your emotional state. Should they be opt-in?
I Give and I Give, but You Take and You Take
Companies should try providing a little value before begging for more of our personal information
The Dawning of a New Era in CRM (Magazine)
‘Willkommen, bienvenue, welcome…fremde, etranger, stranger!'