Am I a Demanding Traveler?
#Customer Engagement
I consider myself to be an easy-going traveler. However, I want to get the most out of the time I set aside for leisure…
Lost in Translation: A Telecom Journey
#Customer Engagement, #Virtual Agent (Chatbots)
I am tired of repeating myself and my message being lost in translation. For years of gathering all my usage data and…
McKinsey and “The Seven Deadly Sins of CX Transformations”
The seven deadly sins of customer experience transformation don’t include gluttony or wrath, but perhaps you’re envious…
To Heck with Email, I Want Instant Answers! Why Chat and Chatbots are a Better Idea
When you’re a customer with an urgent question or issue, time is of the essence. Delay of minutes – or even hours –…
The Lyft in Banking Customer Experience
#Customer Engagement, #Digital Transformation
Uber, Lyft, and Airbnb are all the rage. Why? They are examples of companies that have utilized disruptive technologies…
Weathering the Frustrated Traveler Storm
Snowstorms, computer outages, lightning strikes! Oh my! For all business and leisure travelers, a common fear is what…
Digital Mandate for Health Plans
Digital transformation has impacted a number of industries over the last several years and healthcare is at the…
The Road to Banking 2020 – Will you be a Winner, Bystander, or Road Kill?
Over the last decade there’s been a significant decline in branch banking. In the past four years, Bank of America,…
Chatbots for Travel: A Customer Engagement Balancing Act
I used to work in a destination hotel rooftop cocktail bar. The guests would often queue for over an hour to get a…
