Customer Experience - CX Demo

“Because it’s more convenient”

This is a terrible reason to do something that makes things a little worse for other people. And a common one, of course. Much of the time, we’re willing to go out of our way to do work we’re proud of. Unless it would be inconvenient to do so. One of the reasons our best […]

The traffic metaphors

Your mileage may vary. Speeding up to get to a red light faster just wastes energy. Honking doesn’t make traffic go away. Doesn’t matter how fancy your car is, it’s not worth very much if they close the road. One of the worst ways to get to where you’re going is to always drive in […]

Words that matter

Any word that’s really important is also confusing. Words like trust, love, friend, fair, honest, lead, connect, authentic, justice, dignity–they have dozens of different meanings. Perhaps that’s because they’re important. It’s worth spending a moment to understand what we mean when we say something that might mean something else.

Defender of the brand

Some CMOs and marketing types simply do ads and promo. Give them average products for average people and some money, and they’ll do the ad thing. And some are actually marketers. Marketing involves making a promise and keeping it. Marketers understand that your logo isn’t a brand, it’s simply a flag. The brand is the […]

5 Common Scheduling Pitfalls for Call Center Management

To master the art of contact center scheduling, it’s important to know what NOT to do.

The post 5 Common Scheduling Pitfalls for Call Center Management first appeared on Fonolo.

Cooperative enthusiasm

When someone shares a new idea, or makes a pitch, or describes a dream, what would happen if you were enthusiastic? Perhaps positive thinking is contagious. Perhaps egging on the other person will help them explore the edges. And perhaps it will help them overcome their fear and share the very best version of what […]

Adopt or Fail: AI is now mission-critical for retailers

The concept of artificial intelligence (AI) has existed for decades, but only in recent years has the potential scale and significance of its impact come to the fore. Now, it holds the power to influence and shape future success. But what really is AI? What are the benefits and risks of adoption? We’ve all read…

The post Adopt or Fail: AI is now mission-critical for retailers appeared first on Customer Experience Magazine.