Does Technology = Effective Customer Experience?

Posted by on December 18, 2019

Today we see an ever-increasing march towards technology utilization to engage with customers. Using technology, an organization can create efficiencies in the workplace designed specifically for their custom customer journey. This means many portions of the customer journey are now being augmented by technology.  Broadly, this is starting with AI helping write ad copy for ads, bots answering chats, workflow automations for […]

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Customer Journey Critique – To protect and smile

Posted by on September 11, 2017

A little while ago I had to get a reference check for a non-profit board I serve on.  I audibly groaned at the thought, but it needed to be done. My perception versus the reality of what occurred was night and day, in fact I could say I was delighted by the experience with the […]

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Customer Journey Critique – A cut above the rest

Posted by on May 10, 2017

the four stages of the customer journey, it is outlined in this blog. This week I am starting with a B2C service brand. To kick start the critique, this is my Net Promoter Score for the brand in question: On a scale of 1- 10; 1 being the least likely and 10 being the most likely, […]

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