by Dr. Natalie | Jun 1, 2022 | Dr. Natalie's Blog
I know that sounds grandiose. But as Tony Bates and I were doing research for our book, Empathy in ActionTM, back in 2019, before empathy became a buzzword, we came to some interesting conclusions. As we started collaborating, our inquiry began with examining why...
by Dr. Natalie | Sep 12, 2018 | Agent-assisted service, AI, Artificial Intelligence, Contact Center metrics, Contact Centers, CSAT, Customer Experience, Customer Service, Customer Service Agents, CX, Digital Disruption, digital transformation, Disruption, Dr. Natalie's Blog, Leadership
Let’s face it. The job of a customer service agent is not an easy job. In a typical contact center, agents are on the phone or communicating through other channels; email, text, web chat, Facebook Messenger, WeChat… When customers reach out to an agent, they need help...
by Dr. Natalie | Nov 12, 2014 | Big Data, CEO, CFO, Chief Revenue Officer, CIO, CMO, Customer Experience, Digital Marketing, Dr. Natalie's Blog
Today’s marketing technology landscape represents a whopping 947 different companies that provide software for marketers, focused on specific functions such as marketing automation, web data analysis or customer relationship management. What this means is that the job...
by Dr. Natalie | Sep 17, 2014 | Customer Experience, Customer Service, Dr. Natalie's Blog
Trek Bicycle began was founded in 1976 by Richard Burke, president of flooring and appliance distributor Roth, and Bevill Hogg, owner of a chain of bike stores. With $25,000 in seed money from Roth’s parent company, Intrepid, Trek started to build bikes by hand...
by Dr. Natalie | Sep 8, 2014 | Conferences, Dr. Natalie's Blog
Join me at Constellation’s Connected Enterprise, an immersive innovation summit for senior business leaders. The theme of this year’s Connected Enterprise is Dominate Digital Disruption. Join 200+ other early adopters at Connected Enterprise to discover and...
