Getting to Happily Ever After

In this issue:


Perspective Is Everything

The New York Times recently sent me a customized Google Cardboard as a promotion for its new virtual reality (VR) reporting series. I downloaded the NYTVR app and... more »


Customer Service: Where We’ve Been and Where We’re Headed

Customer service has come a long way in a relatively short period of time. Prior to the 20th century, if customers had a problem with a product, they traveled by foot... more »

The Evolution of Customer Service

This timeline shows how far customer service has come in a relatively short period of time. more »


The Customer Service Experience: Make it Easy

It’s a bleak picture: Research across nearly every industry shows that satisfaction with customer service continues to fall. According to the 2016 Global Contact... more »

Add Start-Up Culture to Customer WOW

Earlier this year, Wal-Mart purchased online e-commerce start-up for a whopping $3.3 billion. Wal-Mart was willing to spend so much on a brand with a near... more »

Economic Indicators Signal a Changing Customer Experience Business Model

When I started in the customer care industry many years ago, the quality of the person hired and how they were trained were paramount. Today, that is truer than ever.... more »

Personable Robots: The (Near) Future of Customer Service

Do virtual assistants need a personality? If so, what defines the personality of a virtual assistant? Questions like these are becoming increasingly relevant as... more »

Case Studies

Where the Rubber Meets the Road

Few drivers look forward to visiting an automotive shop. The experience is often time consuming and many people find themselves spending more than they expect.... more »

Treating the Customer Experience, One Idea at a Time

Healthcare payers face a dynamic industry: Surging consumerism, technological innovation, and evolving regulations are reshaping the healthcare value chain. This push... more »

Case Studies

App-Only Bank Challenges Status Quo

Atom Bank is on a mission to challenge the traditional banking model. Its mobile-only platform is distinctly different than what most people think of when they think... more »

Virtual Shopping Becomes Reality

In the world of e-commerce, May 19, 2016, could be considered a milestone. This is the date that the first major virtual reality department store opened, as a... more »

Industry Insight

7 Customer Service #Fails That Yield Insights

Thomas Edison is believed to have said that he didn’t fail, he just found 10,000 ways that didn’t work. Such is the nature of business. Plenty of... more »

Simply Put Your Mind to It

Customer centricity is the engine that drives business. Big Data insights, mobile/social networks, and collaborative economies can’t thrive without a focus on... more »

Proof Points

Customer Experience Moments of Wow

Though negative customer service stories often garner the most headlines, there are plenty of wonderful stories of companies and employees going out of their way to... more »

Strategy Speaks

It's Not a Generation Gap. It's a Chasm.

Adapting to the constant acceleration of technology can be taxing, because every new technology also changes how we observe and deal with what’s going on around... more »

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