Building the CX Framework for a New Business Model

Earlier this year at the Customer Strategies and Technology Summit in London, Gartner introduced its latest study on the customer experience strategies of leading global businesses. “The study examines what CX projects have been carried out in 2014 and what projects are being worked on in 2015. This provides a great overview of how things […]

Is Your Auto Attendant Driving Away Potential Customers?

A recent research report by Daniel Harris, Market Research Associate at Software Advice surveying small and mid-sized businesses shows that a poorly designed customer experience using an auto attendant can drive away potential customers. Specifically, the report provides information on how customers respond to poorly designed auto attendants and best practices for designing a great customer experience. The […]

Is Your IVR Driving Away Potential Customers?

A recent research report by Daniel Harris, Market Research Associate, Software Advice, shows that while IVRs are central to communications in modern customer engagement centers, they are also a major pain point for customers. Specifically, a poorly designed IVR can significantly impact a company’s bottom line. In fact, a well-known study from Purdue University showed that […]

Are You Paying Attention to the Customer Experience Warning Gauges?

The next time you get into your car, take a look at your dashboard. I suspect that at a minimum, you have both a fuel gauge and a temperature gauge looking back at you. Depending on the price of the car, you may have other gauges as well. In addition to a moving needle, some […]

What Are You Testing—Everything, or Just What You Have Time For?

When it comes to testing IVR development projects, most companies that are testing manually will answer the latter. The amount of work required for manually testing IVR applications can vary greatly depending on the complexity of the IVR. And, there are other factors such as the cumulative amount of time it takes to set up and […]

CX Metrics, Testing, and Business Goals

I am a member of the Lean Startup Circle in San Francisco. It’s a decentralized grassroots organization of Lean Startup practitioners all over the world. We come together to share tips, tricks, and stories about our successes and failures building companies. At a recent event, Laura Klein, author of UX for Lean Startups and a well-known […]

How Much Does a SEV1 Cost Your Organization?

The answer is, it depends. The cost of a SEV1 depends on many factors including when the error is discovered and how difficult it is to diagnose and repair. But first, what is a SEV1? Almost every organization has its definition for a SEV1, which is shorthand for a Severity 1 error and also for […]

Four Words Going Bye-Bye and Customer Experience

Thomas L. Friedman, a Pulitzer-winner who writes on foreign affairs, globalization, and technology for The New York Times is one of my favorite authors. I recently read his Opinion Page article, Four Words Going Bye‐Bye. He starts his article by stating that there are four words that are “becoming obsolete and destined to be dropped […]