Artificial Intelligence and the Customer Journey
Artificial Intelligence (AI) is a contemporary buzzword among industries, but in fact, the term has been around for many years, most commonly rising during the mid-fifties from within the sphere of science fiction—think robots! So, what exactly is AI and how are...
2021 CX Reflections – Building Community Through Servant Leadership
Here we are at the cusp of 2022, a point in time where many of us might have been inclined to believe that we’d be looking back at the year about to end—the past two years in fact—in reflection of another year dominated by a pandemic winding down and about to...
ROI and the Secure Customer Index (SCI)
Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. The issue at hand was the...