Heart of the Customer

JANUARY 16, 2018

My daughter was home from college this holiday break, and wanted to visit her brother in Ames, Iowa, about four hours away. That started a series of inexcusable events that makes a CX enthusiast shudder in disbelief. As we’re a one-car family, she elected to take the bus. It started when I went to buy her ticket.

CX 37

CX Customer Experience 37

Beyond Philosophy

JUNE 9, 2022

These examples bring me to the most critical question every organization should ask: is the move to self-service going to make customers’ lives easier? Improvements to the Customer Experience are secondary to saving the company money. However, self-service can also be an opportunity to improve the customer experience.

Technology 88

Technology Technology Customer Service AI 88

Comm100

DECEMBER 15, 2021

Unfortunately, these interactions have become synonymous with poor, and even terrible, customer experience (CX). . In their look at how government organizations in the US are introducing chatbots , Government Technology saw significant savings in resources among state governments, including Minnesota and Iowa: .

Government 52

Government Omnichannel Social Media AI 52