The future of travel we deserve
This week on the CES 2020 main stage Delta’s CEO Ed Bastian presented a vision about the future of travel that “might happen in just a few years.” Many of us have been working…
This week on the CES 2020 main stage Delta’s CEO Ed Bastian presented a vision about the future of travel that “might happen in just a few years.” Many of us have been working…
Today, we tackle the value proposition that chatbots are more valuable to companies than customers. I reject this. The ROI simply is not there, especially since better customer experience is…
In CX SKILLS BUILDER: OWN THE CUSTOMER EXPERIENCE we urged you to find CX problems and fix them instead of diagnosing and mapping them. That is the right strategy when you…
The process by which you get them is just as important Are you frustrated at the lack of attention from senior management for your customer experience improvement programmes? Do you…
Imagine for a minute you are tasked with improving customer experience in your company. What would you try to achieve? You know you need to achieve demonstrable results and you…