Beyond Philosophy

JANUARY 26, 2015

We are making sure our government integrates intelligence to combat cyber threats, just as we have done to combat terrorism. Can you legislate a critical part of serving your Customers well in this way? Customer centricity is not the result of a sweeping (and frankly, rather relaxed) standard issued by the government.

Customer centricity 257

Customer centricity Government Customer emotions Consulting 257

Beyond Philosophy

OCTOBER 29, 2014

If people in Bulgaria were given the option to choose to be governed by European or even British politicians over our current ones, I’m sure many would choose to do so. How is this applicable to Customer Experience? Well, Loss Aversion is applicable to Customer Experience as well. Bank of America, Morgan Chase, etc.)

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

OCTOBER 6, 2015

Banks lied to us, nearly crashing the world economy and causing the Great Recession. I had thought the banking crisis was the pinnacle of organizational stupidity but then last week we hear Volkswagen (VW) lost 30% of their value. And then he will promise to clear things up. In fact, he already did that. I hate this pattern.

Banking 406

Banking Consulting Consulting Government 406

3CLogic

JANUARY 24, 2024

AI in customer service does have its limitations. As explained by Aragon Research , “the major challenges in AI often revolve around information quality and integrity, ethics, change management, security, and governance.” Imagine a scenario where a customer inquires about their bank account being hacked.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Vonage

MARCH 27, 2018

His research has also found that the single most important thing a brand can do to drive a positive emotional experience is to make customers feel that their needs and time are valued – that the business understands their goals and can provide resources that will eliminate potential frustrations going forward.

Banking 91

Banking Coaching Government Analytics 91

Balto

SEPTEMBER 12, 2023

At the same time, they may decide that a call is no longer necessary, so it’s a win-win situation here: Your customer found a solution to their problem faster, and your agents have one less customer to deal with, boosting their productivity.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52