CX Perspectives
5 Ways to Leverage OpenAI for Customer Experience
Back in 2017 when we served on the AI Advisory Committee for Execs In the Know, we wrote an article about the role of artificial intelligence in the future of…
Why Good CX Programs Fail
Digital technology powers employee experience on the inside to deliver seamless, intuitive experience to customers on the outside. So, when you are creating Customer Experience Programs, you must plan and…
Contactless and Self-Service are Here to Stay
Our 5th 2021 customer experience trend highlights contactless and self-service experiences across industries. Before we dive into this topic, let’s take a moment to define what contactless and self-service mean…
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…
