One of the ah-ha moments that many of the companies I work with go through is accepting that digital risk management (and for that matter many other aspects of risk management) are directly tied to the customer experience. It makes sense – if a user has a good experience that is supported by a...
Read more →Your customers are everywhere, literally. They are searching your Web site from home or an island in the Caribbean. They are on your Facebook page while they are cooking dinner, watching their kids at the park, or even on a treadmill at the club. They are tweeting to your customer service reps while they are...
Read more →There are so many different ways for organizations to structure themselves – silos, dandelion, lines of business, industry orientation, hub and spoke, and others. But how does the structure of an organization affect the customer experience? That is one of the questions I am looking at and came across a fascinating article by Chiku...
Read more →When I think about it, apps are pretty cool. By apps, I mean mobile applications that are essentially software applications that are designed to run on smartphones and tablets like my iPhone 4 and my iPad. From a customer experience perspective they have changed the way we interact with content and are on the...
Read more →What comprises a great customer experience – is it the interface, the person at the other end, the process? Is it simply a good customer service or is there more to it? It is hard to evaluate a good customer service because it is different for everyone. When it comes to evaluating a customer...
Read more →Buyers, investors, and press are confused. When it comes to digital customer experience solutions, they can’t tell X from Y, and it’s only going to get worse. What they want is a single place to track all the vendors, and I’m going to take a stab, and get your help via submissions to keep...
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