Beyond Philosophy

NOVEMBER 11, 2014

When the Marriot Marquis in Times Square, NYC introduced a new $11m smart elevator system to deal with elevator long wait times they ended up totally confusing and frustrating people.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

JustCall

MARCH 6, 2023

Implementing these practices can lead to higher employee engagement, job satisfaction, and motivation, which can ultimately drive better performance and productivity. Workforce management: Properly scheduling agents and utilizing tools such as real-time monitoring can help optimize call volume and reduce wait times.

Coaching 52

Coaching Call Center Scripts Construction 52

Lumoa

FEBRUARY 9, 2023

Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction. Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Pointillist

OCTOBER 22, 2018

Emotion AI. “By By 2022, your personal device will know more about your emotional state than your own family.” — Gartner. The ability to understand and accurately predict your customers’ emotions is precious to you as a customer experience professional. In customer experience, this can make all the difference.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40