The ghost in the machine
“The computer wants you to click this button.” “It thinks you asked for something else.” “He’s mad at you.” Thousands of generations ago, we evolved our way into a magnificent hack. It turns out that we can more safely navigate the world by imagining that other people have a little voice in their heads just […]
Shields up
Years and years ago, I helped the Weekly World News make a book. While their periodical was weekly, it certainly wasn’t news. They were just four people in a small office in Florida. They gleefully made stuff up every week. They had a few filing cabinets of stock photos, and they invented stories featuring UFOs, […]
The gap between impossible and normal
It keeps getting shorter and shorter. This video couldn’t have been made, at any price, 18 months ago. 18 weeks ago, it would have required a thousand hours of work. Now, here it is. This impossible is going to happen faster and faster and faster.
Is it possible to care at scale?
After 25 years, I stopped using a certain credit card for business. It was easily millions of dollars worth of transactions over that period. Did anyone at the company notice? Did anyone care? I still remember losing a client in 1987. Small organizations pay attention and care very much about each and every customer. Verizon […]
This week in CX: are the current employee benefits and financial aids enough? plus Talkdesk & Twilio
Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at thoughts on the spring budget for retail and hospitality, as well as new questions into whether employee benefits include all the financial help they need. There’s also new research into ineffective AI for customer service, and the…
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CX4Now: Contact Center KPIs that Matter
Your contact center may run like clockwork, with engaged agents answering calls
The post CX4Now: Contact Center KPIs that Matter first appeared on Fonolo.
Your own billboard
Large sections of Los Angeles are studded with billboards for minor TV shows. These billboards exist nowhere else, even though there are televisions globally. Obviously, there’s ego at work here, but it’s sort of productive. First, there’s the ego of the producers/networks. They like showing their peers what they’re up to, and it probably makes […]
Help with benchmarking of CX in e-commerce (investment and return)
Hi guys, I’m new in this scenario and I’m building a presentation with succes cases of retail e-commerce based on CX, like how they are designed and the steps of journey’s customer where they are focused.. But my boss asked about the investment those companys made and the results they presented…
So, I’m asking you guys if there’s some book, website or whatever, where we can find some cases with this information. I found some but they are paid, like Forrester and at this point (just starting the arguments to implement the area) I can’t afford yet… Roi and cltv data is welcome too… (sorry my english)
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Simple techniques for complex projects
Warm up the machines that take a long time first. Stress test the go/no go parts of the project as early as possible. If the cost is low, replace dependent processes with parallel ones. Do the difficult parts when energy is high and the budget hasn’t been depleted. Ship before you run out of time […]