CX Perspectives
How Facial Recognition Works for Your Customers?
One of the hurdles for Customer Experience Consultants like us is proving the business case for bringing us on board. Leaders often think that if they talk about being customer-centric…
The seamless travel experience we deserve
This week on the CES 2020 main stage Delta’s CEO Ed Bastian presented a vision about the future of seamless travel experience that “might happen in just a few years.”…
Do You Know Where Your Inventory Is?
When I worked in the airline business our most embarrassing incident was “losing a minor”. We never lost a child, of course. But we might not have known where a…
Customer Experience Technology View of your Call Center
By 2022 the global cloud based contact center market is growing from USD 6.8Bn in 2017 to 20.93Bn in 2022. This makes for CAGR of 25.2%. If you do not…
A Lot of Data, Not Enough Insight
A month ago I saw a Forrester presentation on Customer Experience measurement that began with a great quote from the Global Bank: “We are drowning in data and starving for…
What is Big Data and Why Should I Care?
Big data has become part of our daily language. We read about it. We see companies that are “experts in big data.” LinkedIn is filled with engineers and analysts who…
