How Technology & Customer Experience Have Changed the Employee Learning Landscape

Call Center Weekly

We want entertaining videos that make a point quickly; and we want systems that let us find and consume content with the click of a button."

Awesome Quotes from Call Center Week

Call Center Coach

He is also a legend in movies, entertainment, sports, and business. And he’s the Chairman and CEO of the multimedia Mandalay Entertainment Group. I just love quotes.

Skate Where the Puck is Going to be: Adapt with Changes to Thrive


Growing up my family made a weekly visit to the video store typically Fridays after school so we could pick up some entertainment for the weekend. As technology evolved so too did the location we visited to find our video entertainment.

So, what is the future of work?


You can debate the question but there is one indisputable fact: my entertainment has shifted to the cloud which is slowly becoming a dominant aspect of the future of work. A few weeks ago, I was heading home in a car with two of my friends.

2018 Customer Experience Trends

The Center for Client Retention

The technology allows the server to know guests’ names, their dining and entertainment preferences, and (naturally) their room and account numbers.

Retail’s Worst Nightmare – Virtual Reality!

Beyond Philosophy

Toms shoes, for example, hopes to entertain its customers with an in-store virtual reality video that immerses them in a company trip to Peru to distribute shoes to children. Toms is hoping to entertain and inspire – both positive emotions that drive brand loyalty.

Avoiding Bot Biases in Customer Experience

Taylor Reach Group

It’s not uncommon to experience the downstream effects of their faulty judgment while interacting with content produced by entertainment, e-commerce, and social media giants: Netflix recommended movie genres of no interest to viewers while hiding content more aligned with their tastes.

1-2-3 Engagement is the Key

Call Center Weekly

In fact, they have been helpful in shaping (and changing) my opinion on things, that I once was reluctant to entertain. By Sean Hawkins If you want your staff to be engaged, they must first be involved!

The New Essential Business Skill: Storytelling

Beyond Philosophy

But stories aren’t just useful tools for entertainment and customer engagement. Over the past few months, I’ve noticed that “storytelling” has become a hot marketing buzzword.

What Millennials Expect from Online Customer Service

Return Customer

They consistently engage with followers by asking questions, running competitions and posting attractive, interesting and entertaining photos and videos. Millennials are estimated to have a combined purchasing power of $2.45 trillion globally this year. It is only fair that they expect retailers to try and understand what they want. Millennials spend a great part of their time on the internet, not just to learn, communicate and organise their social lives but to shop too.

8 Worst Mistakes You Don’t Want to repeat!

Beyond Philosophy

According to the YouTube Video , the family found the tech asleep on the couch in their entertainment room, using their son’s pillow for his head. And then the stories go viral or become the subject of well-produced and highly entertaining country song on YouTube.

Become a Consumer Customer Service Expert !

Teresa Allen

It will not only be quite entertaining, it will be significantly educational. ​Customer service failures have captured the headlines in 2017. As such, companies are becoming ever more aware of how their brand reputation is linked to individual customer service encounters!

How to Leverage Six Sigma to Improve Customer Experience


Don’t be afraid to start – read a book, peruse an article, or get inspired by an entertaining blog post. For many years I have been a practitioner of both customer experience (CX) and Six Sigma , so I can personally speak to the unmatched advantages of bringing these two disciplines together.

Nancy Friedman: 7 Steps to Satisfied Customers

Bill Quiseng

Named by meeting planners as one of their “favorite speakers” by Meetings and Conventions Magazine, she has a natural gift for entertaining an audience that will engage and inspire every attendee to deliver a better customer experience.

Amazing Business Radio: Josh Liebman


Everyone is competing for the entertainment dollar, and the way that you get that dollar is through the experience.” – Josh Liebman. . Josh Liebman Encourages Running Toward Complaints, Not Away From Them.

Amazing Business Radio: Bryan Eisenberg


Featured Interview: Shep begins the interview by asking Bryan Eisenberg about the four secret ingredients to making a great presentation, which are: Provide entertainment – tell a story. Bryan Eisenberg Tells Us The Secrets of Amazon’s Success. How can your business be more like Amazon?

Not To Be Missed: The Best Of 2017

Beyond Philosophy

Storytelling is a fantastic tool for entertaining and engaging both your customers and employees. I always say that Customer Experience is a journey, not a destination. After all, once you arrive, it is already time to refine your experience more.

Technical Competence & Organisational Clarity – The two pillars of Customer Centric Leadership


However, before Stephen was prepared to confirm the reservation, he wanted to know whether or not there would be any festive entertainment on offer. After a protracted conversation, the restaurant manager was summoned – he proceeded to describe the entertainment programme in great detail.

5 Top Customer Service Articles For the Week of May 1, 2017


My Comment: Not only is this article filled with important information about how to focus on the customer experience (CX), it is also entertaining. Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week.

5 Top Customer Service Articles For the Week of July 11, 2016


One of my favorites is the convenience fee that’s levied when ordering concert or other types of entertainment tickets online. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week.

CX: The Shift from Call Center to Contact Center

Revation Systems

In his 1998 book, The Experience Economy , Joseph Pine observed that the world was shifting in such a way that experiences would become the predominant economic offering — characterized by entertainment, education, esthetic and escapism at varying levels of participation and absorption.

Contact Center Resolution Number 1 – Shift Your Focus from Product to Customer Experience


Over the last couple years, there’s been a shift in the content of television and radio commercials from product features to customer experience.

How to Create Your Punch List for Quick CX Wins


Have you ever lived through a major renovation project or lived through construction of a house or condo? I say “lived through” because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless.

Are you Lovin’ or Hating McDonald’s New CX?

Beyond Philosophy

Does anyone else find it entertaining that in China they order American Take Out? To be honest, I’m not lovin’ McDonald’s food! However, I’m lovin’ their plans to overhaul their Customer Experience to regain the 500 million lost customer visits.

5 Things You Can’t Forget about CX During the Vacation Season

Beyond Philosophy

By making it entertaining while you deliver the usual safety demo, you surprise your Customers, and except the rare curmudgeon, you make them laugh.

ICUC 2016 Checklist to Help Transform Your Experience


Get ready for one of the most incredible parties inContact has ever thrown—dinner in the Universal CityWalk™ entertainment complex followed by dessert, rides and entertainment at The Wizarding World of Harry Potter™ – Hogsmeade™. We are officially less than one week away from our biggest event this year, ICUC 2016 ! As time starts ticking away until your arrival in Orlando, we’ve created a checklist for you.

Understanding the Cost of Not Doing (the Right) Personas

CX Journey

The fiction isn’t meant to be entertaining; it’s meant to provide insight that helps marketers understand their buyers as real people with concrete motivations, desires, and needs. Image courtesy of nicolasnova Today I'm pleased to share a guest post by Raviv Turner.

Amazing Business Radio: Jesse Cole


About: Jesse Cole is the owner of Fans First Entertainment, who owns and operates the Savannah Bananas and the Gastonia Grizzlies. Doing the Opposite of Normal Can Lead to Better Customer Service. Shep Hyken Interviews Jesse Cole, Author of Find Your Yellow Tux. Do your “fans” come first?

Emirates Vs Etihad – Customer Experience Review


Firstly the entertainment system – both airlines have them – the entertainment on them is almost identical. The headphones on Etihad were a class above – far more comfortable and worked perfectly – it made for a much more enjoyable entertainment experience.

Guest Blog: Stop Wasting Money!


With a warm, witty and wonderfully entertaining style, Warwick Merry brings creative energy to events.

Guest Blog: Create Amazing Impacts with 15 Minutes and 15 Dollars or Less


Andy Masters, MA, CSP is author of the award-winning book “Kiss Your Customer: 77 Reasons Why Sales & Service Are Just Like Dating & Relationships,” and presents entertaining programs on leadership, sales/service and personal development topics.

The big ‘Wi-Fi’ conundrum: a way to make money or a way to give customers what they need?


We need W-Fi for work; at school; to order our shopping; to control our heating; to stream our entertainment – it literally is an essential part of day to day living.

Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all!


Like the Greats of Hollywood, entertainment and international politics before you, experience stately elegance and exceptional service at the legendary Waldorf Astoria New York.

Posh Pools and Easy A’s: Students as Customers in Higher Education

Beyond Philosophy

Instead, many institutions these days seem to be selling a pleasant and entertaining four-year vacation. What will become of higher education if the current trend continues – a race toward offering the most luxurious, entertaining and comfortable path to a degree – is unclear.

Explaining the power of customer expectation: stories of splashing sinks, free tea and broken curtains!


Retreat to surprising, sensory environments where amplified entertainment, vibrant lounges, modern guestrooms and innovative cocktails and cuisine create more than just a hotel experience, but a luxury lifestyle destination. Last week was as manic as they get for me.

Making the Most of Workforce Optimization – An Agent Lifecycle Perspective


The selection step is also time-sensitive as many candidates will entertain competing offers if they feel the process is taking too long or they get no feedback on where they are in it. Guest blog post from our friends at HireIQ. While contact center technology has evolved significantly over the last thirty years or so, the practice of Workforce Optimization (WFO) has been around almost as long as contact centers have.

Engagement and Culture are Related, But Different

CX Journey

Image Credits: “ I am the entertainer. ” Today I''m pleased to share a guest post by George Jacob of PeopleMetrics. As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” It’s understandable.