Archives for Customer Experience

CX: What’s Your Next Move?

With Customer Experience (CX) being such a hot topic, it surprises me that so many companies still believe that CX is purely a Customer Service, or Contact Center initiative. Gartner research indicates that 75% of all interactions with a company are through Customer Service, so I guess it is logical to assume that the CX strategy should be developed and executed within this critical customer contact hub. But, to focus your CX efforts solely in this area would be like only using your pawns during a chess game, and expecting you can win. So, now you are asking yourself, what
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Concierge Service driven by Customer Experience Optimization

Have you ever used the hotel concierge to help you do something exciting in a city you’re unfamiliar with?  I’ve had them be the primary contributor to some very memorable experiences.  It’s not an easy job to know your city and people well enough to deliver a great experience regularly in that role.  It takes a certain knack. Now imagine that you need that knack, but that you won’t have face-to-face access to who you’re providing the experience to and most of the time won’t even be that familiar with the location they are in and what is available there. 
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Customer Experience – Not Just a Front Line Initiative

Google the term “Customer Experience” and you will find 369+ million results, topping the results of American pop culture icons such as Taylor Swift (358+ million) and the Twilight series (98.3 million). Even with an over-abundance of information available on the internet, and almost 19,000 books on the topic (source: Amazon), very few companies are getting it right. Why? Because many assume the burden rests only with the front-line employees, instead of addressing the entire customer experience ecosystem. “Customer Experience” must be embraced at all levels of your organization, and by EVERYONE, not just those individuals that regularly interface with your
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Dynamics CRM Anywhere

Big news released today!  In April/May 2012, Microsoft will release the next iteration of Dynamics CRM 2011 code, which they package up into functionality internally codenamed “R8”.  There are lots of great features coming that you can read all about in the new Statement of Direction.  Here are a few of my favorites: 1) New Mobile Client!  It will be called Microsoft Dynamics CRM Mobile and will run as a native client on all the popular mobile devices (including tablets).  It was developed by CWR Mobility, but is now a standard branded and supported Microsoft application.  Mobile workforces will love
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