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The Business Phone System Reinvented: The Next-Generation Cloud Communications and Collaboration Tool

The Business Phone System Reinvented: The Next-Generation Cloud Communications and Collaboration Tool

TweetThe only way to build a truly innovative and collaborative culture is to give everyone a voice. In working with Dialed, I just completed some ROI research to understand how quickly, easy and affordable it is today to plug every employee into your business with a...
DX is the New CX- Why Customer Experience Isn’t Up to Snuff

DX is the New CX- Why Customer Experience Isn’t Up to Snuff

TweetHaving been a long-term customer experience advocate and studied the field, I as many others, have noticed that while companies are saying that customer experience is a key differentiator, that it’s at the top of their priority list of business initiatives,...
#OOW16 – #IOT Is Really Asking Your Business What Outcomes Are You Looking For?

#OOW16 – #IOT Is Really Asking Your Business What Outcomes Are You Looking For?

TweetMany companies approach the internet of things by starting with a device, make it connectable and then are in search of a business use case. This is a typical process that happens when there is a new area of technology area. If a company uses that as a strategy,...
What You Don’t Know About Millennials Will Hurt Your Bottom-line

What You Don’t Know About Millennials Will Hurt Your Bottom-line

TweetThis research that I just completed is about how to use customer experience to turn Millennials into brand advocates. Why does it matter? They are different than other generations that have come before then. If you are in the Boomer Generation and are running a...
Where I am Speaking This Fall! Come Say Hello!

Where I am Speaking This Fall! Come Say Hello!

TweetIt’s a busy fall and I hope to see you all out there, whether in person or on a webinar. Here’s some of the places I will be: 1. Webinar: ROI of Social Customer Care Sept 6th @clarabridge http://bit.ly/2bvWzgJ #custserv #CX (Here’s the report:...
The Need for Customer Experience is Based on Science Not Myth

The Need for Customer Experience is Based on Science Not Myth

TweetThe need for customer experience to improve is not a myth. In fact, here’s why. Noted psychology researcher and writer Mihaly Csíkszentmihályi observed in 1998 that people who perform seamless, sequence-based activities on a regular basis are happier than people...

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