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Chris McLean interview at Contact Center Demo
What do you think if a rocket flies past your head at the Contact Center Demo and Conference? You should realize that you are near the Fonolo booth. As a parent, it’s my duty to bring home something...
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Kiran Sharma interview at Contact Center Demo
Have you ever watched an ant carry their food? It’s amazing to see how much they can carry, when they themselves are so small. Have you ever heard the saying that great things come in small packages?...
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How does a Warm Customer Experience Deliver Millions
Do you love watching those movies where the main character is faced with overwhelming odds to ultimately taste victory in the end? Debbi Fields’ story follows this same script. And the customer...
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Emotional Intelligence in the Customer Journey
New findings on leveraging Emotional Intelligence in the Customer Journey will be taking center stage in Miami. I will be delivering new data as to why more than 50% of customer journey mapping...
View ArticleWhat is a Customer Empathy Map
A Customer Empathy Map is an incredible tool that helps organizations to unlock greater power in the customer experience. It can be used by itself or be used in conjunction with other cx tools...
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Emotion in Customer Experience Drives Growth and Revenue
TV’s “Shark Tank” is what many people feel is the premiere opportunity for entrepreneurs. But sharks do not have the capacity for emotion as us humans know it. They have basic emotions like pain,...
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The Most Important thing in Customer Experience
The most important thing to improve the customer experience is not your journey map. With all of the hype about customer journey mapping you’d tend to believe that if you want to improve the customer...
View ArticleVital Skills All Corporate Leaders Must Master
I recently was asked by asked by John Mattone, an executive coach and the world’s top authority on Intelligent Leadership (IL) to reveal some of the vital skills all corporate leaders must master that...
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