eglobalis

NOVEMBER 12, 2017

This article will help you as a leader to decide or help your teams to decide where to cut useless features and functionalities. There is no sustainable customer experience without its real pillars: quality, design, great products, services and a human-centric design. The post Why Customer Experience & Tech are about Less than More? Stop Counterintuitive Design & Cut the Waste appeared first on Eglobalis.

Customer Experience 90

Customer Experience Customers Customer Experience Design Technology 90

Martin Hill-Wilson

NOVEMBER 12, 2017

Much has already been written about chatbots, AI, machine learning and the impact all this is going to have on organisational life, jobs and customer expectation. In fact, we have done such a great job getting excited about possibilities we are now at the peak of inflated expectations unable to distinguish between solid functionality and fantasy. Gartner predicts the inevitable trough of disillusionment as the next chapter.

Self Service 66

Self Service Chatbots Customer Expectations Customers 66

ClearAction

NOVEMBER 12, 2017

What is ‘Walking the Talk’ for Customer Experience? Lynn Hunsaker. What does it really mean to “walk the customer experience talk”? Executive sponsorship is certainly essential, yet there’s so much more to it. An ironic byproduct of any customer engagement effort is that it intrinsically sets up expectations — externally and internally. Walking the customer experience talk means you are following through on expectations you’re setting with customers, employees, channel partners and a

Customer Experience 54

Customer Experience Customer Centricity Policies Customers 54

Maz Iqbal

NOVEMBER 12, 2017

Story: The Customer Experiences Sadness & Delight Last week, Friday, it’s 10:00 and I am working from home. Andy’s not arrived yet. I’m wondering if he is OK or if he has forgotten. Neither of these thoughts occurs as a pleasant experience. Then I hear myself speaking: “It’s Andy, most likely he’s simply running late … Continue reading "What Does It Take To Delight This Customer?".

Customers 48

Customers Customer Experience Case Study Customer Philosophy 48

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ijgolding

NOVEMBER 12, 2017

Allow me to start this post by asking a question. What happens when two Customer Experience Professionals visit a restaurant together for the first time? . Whilst this is not the opening line to a bad joke, I can already anticipate your ‘snorting’ and ‘chuckling’ from here! ‘A right royal pain in the butt’, is most likely to be the response that immediately springs to mind.

Company 227

Company Customer Experience Professionals Hotels Insurance 227