Beyond Philosophy

MARCH 2, 2016

The most impatient callers were in Kentucky and Ohio, being the most likely to hang up on hold; callers in Louisiana and Colorado were the most patient. Chances are, the call center experience you provide for the residents of Kentucky and Ohio is the same as you provide for the inhabitants of Louisiana and Colorado.

Customer Experience 111

Customer Experience Customer Experience Management CX Technology 111

Fonolo

JANUARY 10, 2018

Fonolo is excited to return as a sponsor for this year’s Customer Contact Week (CCW), January 22-25th, 2018 at the Hyatt Regency in New Orleans, Louisiana. This is the place where customer care, CX, and contact center leaders come together! CCW will provide delegates with the tools and insight to deliver world-class service.

Contact Center 57

Contact Center Social Media Education Customer Expectations 57

Beyond Philosophy

NOVEMBER 28, 2017

Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. It is here that great, differentiated (and often unique) and memorable CX lives. Michael Lowenstein, Ph.D., Lagniappe works.

E-commerce 83

E-commerce B2C Artificial Intelligence B2B 83

Beyond Philosophy

JUNE 7, 2016

When my wife and I visited Southern Louisiana last year about this time, we noticed that a lot of retailers differentiated themselves by doing a little something extra for customers. Global #CX experts weigh in! For those not familiar with the term, let’s quickly revisit what it is. Lagniappe works. Improve Your A.I.M.

Customer Experience 74

Customer Experience B2C Touchpoint B2B 74

Qualtrics

MAY 20, 2019

That’s what the leadership team at Barksdale Air Force Base in Louisiana wanted to find out, and they chose Qualtrics as the tool to help. What are the things that happen that make you want to stay or leave? And then, for the military base commanders, what can you do about it? Measuring On-Base “Health”.

Government 24

Government Entertainment Healthcare Retail 24

Qualtrics

SEPTEMBER 1, 2015

Popeyes Louisiana Chicken was in trouble. Customer experience (CX) is an integral part of every industry. These dismal numbers are forcing more and more CX professionals to see the importance of fostering a customer-centric culture that focuses on winning, serving and retaining customers. Where do you start?

CX 22

CX Customer Experience Sales Voice of the Customer 22