When I titled my recent conference talk “Are you being served?” one of my colleagues on LinkedIn promptly responded, “Mr. Humphries, are you free?” This is, of course, because I’ve surrounded myself with people who “get” BBC references and who are familiar with the 70s-80s sitcom involving the staff of a department store. In between […]
Checklist for Digital Transformation
First off, let’s start by establishing that digital transformation for customer experience is truly a transformation. It’s not as simple as adding an additional channel such as a chatbot, but more about elevating the entire customer experience. This requires backend integration and process design across all (existing and new) channels and touchpoints to create a […]
Digital Transformation for CSPs
It’s no surprise that when customers are reaching out to a company, it’s not usually to tell them that everything is going well. Especially for communications service providers (CSP), where competition is high and the cost of switching is low, it’s important t not to give customers another reason to be frustrated when they contact […]
What’s the Peak-End Rule and Why It Matters in CX?
What is the Peak-End Rule? Barbara Frederickson and Danie Kahneman conducted a research based study in 1993 that proved that the human memory is, in fact, imperfect. They discovered that humans don’t actually recall events in their entirety, but rather the snapshots of the most intense moments become a memory. They discovered this by submerging […]
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Voice should be the focus of your digital transformation strategy
Discussions about digital transformation are overtaking the boardroom as the consumer landscape continues to evolve. Brands are feeling the pressure to respond to rapid advancement in technologies, changes in the ways consumers communicate with businesses, and consumer expectations of 24/7 accessibility. CX focus in digital transformation When it comes to digital transformation, the focus of […]
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3 Considerations When Implementing a Conversational AI Application
This blog was written with help from Sheetal Sekhar Conversational AI is a subset of artificial intelligence (AI) that refers to building a voice or text assistant that can engage in human-like dialogue, capture context, and provide intelligent responses. A common example of where Conversational AI is used is in personal virtual assistants such as […]
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4 Steps for a better Digital Experience
Consumers are more connected than ever before. In the last few years, businesses have been in a race to add channels of communication to better reach their customers where they are. And it has worked, to an extent. I now have the capability to schedule a doctor’s appointment through an app. I can pay my […]
3 Predictions for Customer Experience Trends in 2020
The Next Decade in Customer Experience As we enter a new decade, it’s no question that customer experience will be the key differentiator for customers when buying a product or service. In the past decade, and more exponentially in recent years, we have watched as customers are willing to pay more money for better experiences. […]
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2019 in Review: Conversational AI and Customer Experience Trends
We’re quickly wrapping up the last few weeks of this decade. Yes, you read that right–this decade. It’s not often that rapidly forward-moving industries like customer experience and Conversational AI look back on the past (to be honest, there’s really just no time), but If you did, you would find that customer experience was way […]
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