Tricia Morris

JANUARY 4, 2016

A new year brings resolutions to change or improve in ways that matter, and for brands and organizations, customer service is always a key focus. ——————– Read 10 Customer Service Trends to Watch in 2016. Why Will This Have an Impact in 2016? “A What were their answers?

Trends 40

Trends Customer Service Chief Customer Officer Self Service 40

PeopleMetrics

MAY 4, 2017

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. However, one exception to this stagnation in activities exists: the practice of customer journey mapping. We'll see you then.

Customer Journeys 91

Customer Journeys Banking Chief Customer Officer Touchpoint 91

Tricia Morris

MARCH 14, 2016

Consider this: • 97% of global consumers say that customer service is very important or somewhat important in their choice of and loyalty to a brand. – Aspect Consumer Experience Survey. • 62% of global consumers have stopped doing business with a brand or organization due to a poor customer service experience.

Chief Customer Officer 40

Chief Customer Officer eBook Poor Customer Service Report 40

Tricia Morris

JANUARY 25, 2016

As we start talking about self-service , virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where human-to-human interaction will continue to make an impact, and why many customers have turned to more “humanless” customer service options in the first place.

Self Service 40

Self Service Trends Customer Service Chief Customer Officer 40