Categories: Customer Experience

The advent of the digital revolution, and the subsequent mobile and SaaS revolutions have opened the doors to many business sciences being far more fleshed out and defined than they ever could be before. This is in part due to the advanced digital mapping and record keeping that is now possible, and also the analytic…

Telecom is a difficult phenomenon to deal with in many aspects today. The telephone system was created as the second great mass communication system, over a century ago, to carry instantaneous voice. The problem is, it has been around for so long, and for so long, nothing could replace it. So, other technologies and practices…

Any business that has lasted long enough to have seen any success at all knows by experience if nothing else how mandatory and important customer satisfaction really is. The mistake many make, however, is in viewing this as entirely a result of the use of the product or service, as well as financial aspects of…

I hate explaining these infographic concepts. In many cases, it’s stating the obvious, and in others, the thing is visualized because putting it in words doesn’t work whatsoever in the first place. However, for those unfamiliar with the motivation behind designing a specific visualization, or who are unfamiliar with the concept behind it, these tedious…

It’s actually way too late in the year for a customer experience conference 2013 list. Most of the more important and useful ones have already been held by this late in the year, and given that holidays are approaching rapidly for half of the world in November and December, we have little choice but to…

B2B customer experience, it should be no surprise, is a different ballgame from B2C experience. While some aspects are very similar, there are a lot of philosophical differences in the marketing and research ends as well as the customer support and service aspect (called customer success in B2B). So, when you’ve got some experience with…

What are the most important customer experience analytics? This is would seem like a tough one to answer, given customer experience covers a lot of individual fields that have their own little sets of analytics to OCD over. So, before we get into the analytics, there’s a mandatory look at what customer experience is. You…

There are a surprising amount of customer experience books out there. Considering this is only recently a hot topic in most business blogs and online discussion forums, this might seem like a bit of a surprise. Well, a lot of people seem to turn their noses up at books these days, given the ready availability…

Total customer service is a new book that is published by Bob Hayes and it deals with the various best practices that are examined for expanding the business among the customers. This book provides an approach from the view point of the customers on how the business can be integrated and organized for improving the…