Customer Experience · Article
Customer service agents need an explicit escalation contract
The best service agent is not the one that avoids human help. It is the one that knows when, why and how to hand over with useful context.
Customer Experience · Articles
Articles for Customer Experience
Concise analysis of software decisions, operating questions and implementation trade-offs. This focused collection applies the format to customer experience technology decisions.
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Customer Experience · Article
A better starting point for customer identity
Decisions about customer identity improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Article
A calmer way to evaluate voice-of-customer systems
Decisions about voice-of-customer systems improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Article
A practical review of workforce management for Customer Experience leaders
Decisions about workforce management improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Article
Contact centre dashboards that help someone act
The best dashboard is not the one with the most metrics. It is the one that makes the next operational decision obvious.
Customer Experience · Article
Contact centre platforms: the operating question to answer first
Decisions about contact centre platforms improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Article
How to frame the next quality assurance platforms conversation
Decisions about quality assurance platforms improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Article
How to make journey analytics useful after the launch
Decisions about journey analytics improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Article
How to reduce friction in experience management platforms
Decisions about experience management platforms improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Article
The evidence a conversation analytics plan should produce
Decisions about conversation analytics improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Article
The hidden operating cost of weak omnichannel service
Decisions about omnichannel service improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Article
The minimum governance needed for customer self-service
Decisions about customer self-service improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Article
The ownership decisions behind effective service chatbots
Decisions about service chatbots improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Article
What a useful customer service CRM decision should clarify
Decisions about customer service CRM improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Article
What success should look like for customer health scoring
Decisions about customer health scoring improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Article
What to fix before adding more knowledge bases technology
Decisions about knowledge bases improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
Customer Experience · Article
Where customer success platforms programmes usually become difficult
Decisions about customer success platforms improve when customer experience leaders define the work, ownership, evidence and exceptions before selecting or expanding technology.
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