Gig customer experience: top 10 takeaways from the 2022 report
McKinsey recently called gig customer experience (GigCX) an “on-demand revolution in customer-experience operations.” This was a breakthrough moment for the GigCX world, and relayed how it continues to make steady inroads into the mainstream of CX operations. This was certainly apparent in our recent 2022 Gig Customer Experience Report. This report was conducted after speaking…
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In search of hypocrites
Why would we want to wait until someone is perfect before we give them a chance to make things better? Each of us is part of a system, cogs in a process that rewards us for certain actions based on various inputs. When the system is broken, some of the most highly leveraged, aware and […]
Occupancy Rate vs Utilization Rate: What’s the Difference?
All folks new to the contact center world have many steep learning
The post Occupancy Rate vs Utilization Rate: What’s the Difference? first appeared on Fonolo.
The delay
Sometimes we’re not that good with time. If people got a hacking cough and a chronic disease an hour after smoking their first cigarette, it’s unlikely many people would smoke. If earthquakes happened a day after fracking for gas was tried, they would probably have stopped. And if entrepreneurs discovered freedom, satisfaction and customer delight […]
UNIQUE CUSTOMER EXPERIENCE
Hi we have built automated customer communication tool which is focused on crafting unique customer journeys. Our tools enable online sellers to recover abandoned cart, increase resales, resurrecting dead leads, convert repeat visitors into customers etc. through automated personalized mssgs. Please dm me if you need help with this.
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Personal responsibility
It’s complicated. Because we made it complicated. Our culture is built on the principle that people are responsible for what they do. And then we spend time and effort diffusing the responsibility. If you work for a company and are just doing your job, are you responsible? What if you founded the company? What if […]
France a new leader in product-led digital transformation
In today’s digital world, customer experience is progressively becoming a function of one thing: your product. Product-led digital transformation is now becoming the primary focus for many companies. Gone are the days where the product is merely the vehicle by which you deliver core services. Your product itself is now the place where customers receive…
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Expressing something
In an episode of a podcast I really respect, three of the experts quoted used words that I was familiar with: Debunk, gaslighting and cult. These are powerful words, words with specific and evocative meanings. In all three cases, the people spoking used them ‘wrong.’ Being on a podcast might be nerve-wracking, and in an […]
Craft and imperfection
As soon as we mechanize, measure and perfect something, it becomes far less interesting. There’s not a lot of discussion about which factory made your can of Coke, because they’re all the same. Implicit in the desire to have something handmade is that while it might be better than what you’re used to, it might […]
Who is the CMO of the future?
The boom in eCommerce and the importance of real-time data is significantly changing the role of the chief marketing officers (CMO). According to Capgemini Research Institute’s research, around three-quarters of CMOs are now responsible for contributing to business growth, while 90% are responsible for business strategy. In this research, over 1,600 B2C focused marketing executives…
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