Revisiting “Jobs To Be Done” with Clayton Christensen
One of the business world’s leading thinkers, Clayton Christensen, died January 23, 2020. He spoke with…
Why the Gig Economy and Customer Service Go Hand in Hand
Roger Beadle, CEO at Limitless explains why agile customer service models are needed and how businesses…
AI Could be Failing Your Company’s CX Strategy – Customer Experience Magazine
Source: AI Could be Failing Your Company’s CX Strategy – Customer Experience Magazine
CX Strategy: When Eating the Elephant, Don’t Boil the Ocean > TheCustomer
Jim Tincher’s piece on CX strategy does a great job addressing the realities of a complex…
Keeping employees informed about customer experience transformation efforts
Communication is a critical tool to secure employee buy-in and adoption, and, especially, to educate employees…
How Machine Learning Is Helping Call Centres Improve Their CX
A look at how machine learning is being used to increase Customer Satisfaction in the call…
What really makes customers happy?
Over time, several words have been used to describe the organisational focus on customers. They include:…