Beyond Philosophy

OCTOBER 15, 2015

State of Multichannel Customer Service Report published by Parature and Microsoft Dynamics CRM, it’s not a moment too soon. It’s the law of Customer Experience Supply and Demand: they demand it so you better supply it! They evoke the wrong Customer emotions during the experience. How are companies blowing it?

Customer Service 379

Customer Service Multichannel Self service CRM 379

Beyond Philosophy

MAY 8, 2019

These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). We discovered 20 emotions that drive and destroy value for an organization, broken down into four clusters. Let’s say you chose “feeling valued” as the emotion you have targeted.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

MAY 5, 2015

Emotions are fundamental to Customer behavior in your experience, too, whether you are in business-to-consumer or business-to-business. They affect what your Customers are going to do, and how they feel about your product. How they feel is what drives them to your store/website/call center queue.

Customer emotions 284

Customer emotions Customer Experience Call Center Customer centricity 284

CCNG

AUGUST 28, 2024

According to a study by Grand View Research, the global call center AI market is expected to reach USD 7.08 This forecast highlights the growing reliance on AI and automation to improve customer experiences and operational efficiency in call centers worldwide, making them essential drivers of business growth.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195