Businesses that provide after-sale support for their products--and after-sale maintenance of their customer base to encourage repeat sales--need a method of tracking customer service contacts. This ...

Customer experience design as a discipline is relatively new. Service design vs customer experience design adds another layer of confusion. For starters, CX design is not yet popular enough to be part ...

Will AI Replace Customer Service Agents?Question #2: What Will the Customer Service Agent Role Look Like in the Future?Question #3: When Should a Human Handle Customer Service Instead of AI?Question ...

At the foundation of any successful business is a well-crafted and defined customer service plan that establishes policies and guides about how to handle customer interactions and create a positive CX ...

Why you need to put yourself in your customer’s shoes to understand the experiences they have with your organization. How well do you put yourself in your customer’s shoes? Year in and year out, ...

The first expert principle of customer service design is to build a customer experience that works for most of your customers, most of the time. Which is relatively straightforward, since most ...

A version of this article appeared in the Spring 2017 issue of strategy+business. Airlines routinely rank near the bottom of customer satisfaction surveys. But we would wager that most customers, like ...

Often times when I go to the Taco Bell in Ithaca, I usually enjoy having a couple of laughs with the person taking my order. That’s all it takes. If we can have a genuine 20 second conversation, ...

Customers today are passionate fans of properly designed self-service. In response, I've developed specific, reliable rules, based on customer experience design principles, customer service best ...

Recent experiences with One Communications (OC), formerly GTT, show that they need to revamp their Customer Service design to become more efficient and highly responsive when a customer is having poor ...

The often cited but seldom realized 360-degree customer view is a holistic customer profile record that captures five types of customer data from across channels and systems, aggregates that data to ...