Author

Tom Paquin

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Annette Franz, Founder and CEO of CX Journey Inc., joins Sarah to provide insight for companies at all points of the CX journey. Whether you’re looking to better formalize your CX strategy or make continual improvement on your CX efforts, Annette has a tip for you.    

Last year, I wrote an article in which I compared AI in video games—a phenomenon that’s been around for over 40 years—with AI in business applications—a comparatively new development. In it, I used the example of a two-brained approach to AI development. One “brain” manages an operational task, while the other manages a customer-focused task. I argued that this, ultimately, is what AI in service should look like. In exploring the most recent developments in…

Roy Dockery, VP of Customer Care at Swisslog Healthcare, joins Sarah to give his take on why field service organizations need to take more control over the talent gap. Roy has an interesting perspective that we don’t, in fact, have so much of a talent gap as an experience gap. He shares practical insights for more effective recruiting.    

The prevailing wisdom is that, when it comes to Digital User Experience, the emphasis of design should always favor the customer. It’s true that managing customer user experience through your organizations’ systems is a key element in serving, retaining, and attracting new customers, but if you’re stopping there, you’re ignoring a huge opportunity.

Go ahead and call me cynical, but when it comes to service success, I’ve only ever cared about the numbers. Organizations can trot out whatever new, flashy technology they want, but if you can’t point to some sort of tangible improvement derived from its adoption (Preferably one that can be directly tied to money saved or money earned), I really can’t be bothered to care. Service organizations are no stranger to performance metrics, obviously. In…

How do you define self-service for your service organization? Is it merely the act of a customer resolving an issue themselves? Is it a phone conversation with a support representative walking them through the process? If you’re leaving your customer there, then you’re leaving your customer behind, and there will certainly be competitors who are ready to take them away from you. Self-service is going to be a key component of maximizing efficiency for the…

Amazon has put its hands into a great many cookie jars over the last two and a half decades — from bookseller, to big box store, to technology company, to seller of behavior data. Amazon has long since expanded its brand cachet, its recent acquisitions showing a desire to disseminate itself from the moniker of “Seattle-based monolith” into our local neighborhoods through grocery stores and, improbably, brick-and-mortar bookstores. To further cement that local presence, in…

It’s easy to see autonomous vehicles as some far-flung future tech, but the reality is, autonomous cars are on the road today, and each year, between new entrants, acquisitions among traditional auto makers, and fierce public interest, we are closer to a driverless world than you’d think. We already know where the first business entrants will come from: Logistics, delivery, and transportation services. An eclectic group of brands, from Google to Dominos have already dipped…

In my everyday life, I am regularly inundated with advertisements from various service organizations. Chimney sweeps, roofers, lawn care companies, and various other enterprises are perpetually trying to sell my wife and me on their services. These typically come as a series of mailers, and each time I receive one, I remove it from my mailbox, carefully rip off my address information, and throw it in the recycling bin. I will need all of the…