CX Accelerator
MAY 16, 2018
Considering the average life expectancy of a white bloke in the state of Tennessee is only 73.94 I’ve had an insatiable hunger ever since to learn everything I can about Customer Experience and to give knowledge back to the community. Van Customer Experience (and so much of life) is dependent on the perceptions of other people.
CX Accelerator
JUNE 27, 2018
Customer Experience (CX) is all about creating positive perceptions. Doing this is especially hard when your customers are going through a tough time. Few would know this better than the team at Vanderbilt Children's Hospital in Nashville, Tennessee. Who is your key stakeholder? " Visit here to learn more.
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CX Accelerator
JANUARY 16, 2020
A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible.
CX Accelerator
JANUARY 16, 2020
A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible.
Callminer
OCTOBER 11, 2018
Cory holds an MBA in Logistics and Finance from the University of Tennessee. It is the percentage of customer questions that could/should be handled in self-service by the customer. In fact, many customers prefer self-service over waiting on a call or email for basic inquiries – they just don’t know how to do it.
Fonolo
FEBRUARY 8, 2018
The General is a licensed insurance agency headquartered in Nashville, Tennessee, with offices across the US. Its call center handles 170,000 customer service calls per month – and experiences regular spikes in call volume.
Customer Bliss
MARCH 30, 2017
When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. And now, customer experience labs have come en vogue in the last couple of years.
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