Frictionless Experiences for Both Employees and Customers

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  • customer experience tech

    Six Steps To Avoid ‘Tech for Tech’s Sake’ In Customer And Employee Experience

    Hand an orchestra instruments but no sheet music, and you’ll get a cacophony. Create customer and employee experiences without a holistic, user-centered approach and you’ll get a technology mishmash that fails to meet user needs.

    From apps to AR/VR wearables, digital channels are disrupting industries and driving demand from customers and employees for more frictionless, intelligent and personalized experiences…

    This article originally appeared in Forbes.

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    Read the full article here.

    How a Personal Interaction builds Customer Loyalty

    A customer-centric methodology is key to the successful outcome of my interaction with Hello Spud. It is the reason this story appears here, and not among the CX Big Fails! The company did not send an automated response. It did not deliver a message stating “sorry we couldn’t help you, would you like something else.” Instead, the company co-founder reached out to me personally across multiple channels (a handwritten note, followed by personal emails).

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    Organizational Culture and Access to Information

    By and large, people perceive culture as an HR discipline. The most common perception is that culture covers the soft side of performance. Culture is about how you do things, not so much about what you do. This approach to culture could not be more wrong. In fact, organizational culture is about so much more than a few words in a performance review sheet.  It is about leaders expressing values, and the action guidance their cultural behaviors provide.

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