The CX Challenge Hidden Inside Toys R Us

It’s difficult to watch a beloved children’s store close, particularly an iconic brand such as Toys R Us. Many parents warmly remember tossing the ball inside the large expanse of the store, spending hours wandering the aisles as a child while interacting with many new toys and some traditional ones as well. Finally deciding upon […]

There’s A Stranger In Your Home To…Deliver Packages?

Customer experience

Doesn’t seem so crazy anymore. When you are Amazon, you have proven to your customers that you will provide them with great customer experiences. Consequently, you get to try new and different things, primarily because you have a relationship built on trust. The latest from them in a litany of new and different services is […]

Ouch! Did You Lose Online Retail Revenue By Not Being There?

Holiday shoppers are already making their list, checking against online reviews and looking to make even more purchases online this year. According to the 2017 Walker-Sands Future of Retail report, 41 percent of consumers completed all or the majority of their holiday shopping online in 2016 and 46 percent of consumers now prefer to shop […]

Tesla Believes Escalating Issues To Executives Is A Good Idea. Do You?

When Tesla announced a new program that provides customers the opportunity to escalate issue to an executive, it seemed a little extreme.  This is Tesla, however, and they do not typically implement initiatives without thinking them through.  In this case, the program focuses only on the Tesla Motor Club Forum.  So why make the decision […]

Equifax Shows What Not To Do For Crisis Communications

In addition to questions regarding how and why the Equifax security breach (which affected 143 million people) occurred, one has to wonder why Equifax waited two months to announce the hack, choosing to announce in early September hacks that occurred in May and June. According to NPR, “Equifax did not explain why more than two months […]

Partner Performance Need Improvement? Consider This

Whether you have a single outsource partner, or multiple partners, we recognize that they will perform better when treated as part of the team. Even with the best intentions, there are times that outsource partners struggle and performance lags. When this occurs, it’s important to take swift action to course correct, while also ensuring that your organization […]

Friction-Free CX Is Here. Are You Ready?

Friction free as a term has been applied to the idea of capitalism, marketplaces and customer experience. The idea is to provide consumers easier access, whether that is to competing products, purchasing via mobile device or interacting with an organization. This may seem like a strategic concept to be worked toward; however, the customer expectation exists today, […]

Lessons Learned: Applying CX Principles To PX For Success

The healthcare industry has undergone significant changes in recent years, with no signs of leveling out in the near future. The regulatory and insurance company fluctuations have created both confusion and stress in the industry, making it difficult for healthcare executives to maintain positive momentum on important initiatives, such as patient experience (PX). However, with […]

3 Key Strategies To Align Multiple Outsource Partners

It is common for organizations to engage more than one outsource partner for a variety of business reasons, including business growth, need for niche providers and specialized needs such as additional security or compliance. However, this scenario also creates challenges for benchmarking success, ensuring continued communication and aligning for successful outcomes. Recently I spoke with David Collyer, […]

Does Your Customer Service Have Empathy?

Will humans be supplanted by automation? Are we really approaching an era where artificial intelligence can do anything a human can? In the customer service industry, some might say yes. Whether it’s conversational AIthat makes you feel comfortable or that many in the UK believe that AI is the wave of the future for customer engagement (which might […]