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Joseph's Blog

Category Archives: Client Experience Consulting

{Infographic} All Business is Personal – Consistency with a Twist

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{Infographic} The Future of Customer Service: Artificial Intelligence vs Human Intelligence

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The Future of Customer Service: Human Intelligence (HI) or Artificial Intelligence (AI)

Tweet I have been slow to accept that, from a service perspective, humans will ever be replaced by computers.  I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them. […]

{Infographic} Are You Up for the Human/Tech Challenge?

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Lessons for How to Swim in a Blue Ocean from the Girls Auto Clinic

Tweet Often entrepreneurs reach out to me to discuss “customer-centricity” and the likely viability of their innovative products or services. To give you a sense of some of the key filters I use to evaluate the probable success of various ideas presented to me, let me offer an example of a small business that I […]

{Infographic} Is Business a Game? Customer Experience Lessons from Gaming

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{Infographic} Fine-tuning Your Service Expectations and Your Consistent Delivery of Service Behaviors

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Customer Experience Excellence – The Science and the Craft {Infographic}

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Nailing the Numbers – Your Future Equals Your Customer Experience

Tweet I’ll admit it, as a customer experience consultant I have a tendency to see improving customer experience as a cure for all business ills. As the saying goes, if you have a hammer everything looks like nails. Over time, I have come to concede that product development, finance, and other business disciplines are equally […]

Legacy Schmegacy – What Will You Be Known For?

Tweet Political pundits recently have been opining about the likely legacy of various global political leaders including Fidel Castro and President Barack Obama. Certainly, the word legacy seems fitting for leaders who play on the world stage, but what about the rest of us – ordinary people trying to lead our families, communities, and businesses? Is […]