From surveys to business impact: how to make the most of CX signals
Surveys are the most common method to obtain feedback. However, surveys alone cannot keep organisations up to date with changing customer behaviours. Traditional surveys capture information about a limited number of touchpoints or interactions and can be restricted in scope. They often sample only 7% of a company’s customers. As such, when used in isolation, surveys do…
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This week in CX: the challenges of personalisation
Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at personalisation in focus – with Twilio’s new research on how it could be AI-driven, and how retailers now see it as their greatest challenge. In-store omnichannel strategies are also now a must-have, as well as GigCX for…
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The new way of work
Amazon is the last one. They are probably the last huge company where hundreds of thousands of people will be surveilled, measured and ordered to follow the rule book. The pandemic didn’t create distributed work, the laptop did. Human interaction is critical, but the office isn’t actually the most effective way to create that. David […]
The price of salt
Salt is essentially free. A bag of salted nuts is the same price (or less) as an unsalted one. But salt used to be expensive. Truly expensive, like gold. We keep seeing the deflation of things we were sure would remain expensive. Computer chips, disk storage and now, content. Once computers start illustrating, writing and […]
Manager’s Guide to Abandonment Rates in the Contact Center
Lowering call abandonment rates in contact centers is one of the most
The post Manager’s Guide to Abandonment Rates in the Contact Center first appeared on Fonolo.
The house painter and the architect
We don’t design a book until after it’s written. Or cast the movie until the screenplay is complete. The house painter has an important job, but it makes no sense to plan for the painting before the house is designed. This makes a lot of sense because some parts of a project have high variability […]
The list of compromises
All the no-compromise solutions have failed. If there was a way to solve our problem without giving something up, we would have done that already. So, if a persistent problem important, the question is not: Should we compromise or not? The question is: Which changes are we going to make first?
On to the next thing
Vitally important, rarely taught, easily messed up. In order to go onto the next thing, which we all do (unless you’re still wearing pajamas with feet and taking ballet lessons), we need to walk away from the last thing. Wrap it up, learn from it, leave it in good hands. And we also need to […]
An end to pop
Pop culture depends on scarcity. When there are only a few TV stations or a dozen radio stations, it’s likely that many of us watch or hear the same thing at the same time. And so a popular TV show or song from fifty years ago probably reached twenty times as many people as a […]
We probably can’t buy our way out of it
That’s what we usually try to do. When technology, comfort, convenience, efficiency and price line up, the market takes care of itself. On the other hand, seatbelts would never have happened if they weren’t required. But pizza grew to dominate our diets with no centralized action. They sell a lot of Tide laundry detergent. Billions […]