Beyond Philosophy

APRIL 15, 2015

Monitor, a consulting firm that ruled the business world in the 1980s founded by Harvard Business School’s Michael Porter, built their business on the concept that business is a matter of defeating the competition, not making a better product or experience for Customers. Monitor couldn’t adapt the way they consulted their clients.

Journey mapping 310

Journey mapping Consulting Consulting Airlines 310

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Taylor Reach Group

JUNE 11, 2018

Previously, we discussed statistics related to the organization and customer journey mapping. Use of help or FAQs on a company’s website increased from 67% in 2012 to 81% in 2015 among US online adults. Over the next few weeks, we will be posting a series related to Contact Center industry statistics. Forrester). to be exact.

Contact Center 50

Contact Center Self service Scripts Call Center 50

RichCall

SEPTEMBER 13, 2017

Blair Pleasant , analyst and consultant about Unified Communications. In fact this number increased from 67% in 2012 to 84% in 2015. have bots that provide health related consultations based on images and symptoms. Customer Journey Maps. In 2011 Gartner predicted that. Take Siri or Amazon Alexa for example.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64