Categories

February 2017
M T W T F S S
« Jan    
 12345
6789101112
13141516171819
20212223242526
2728  

Joseph's Blog

Category Archives: Client Experience Keynote

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

Tweet

{Infographic} It’s Viral, It’s Video Storytelling – Live Visuals Rule

Tweet

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

Tweet

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?

Tweet

Are You Up for the Human/Tech Challenge?

Tweet I’m convinced that the new customer experience leadership challenge will be … (drum roll please) … integrating human and technology based service. I refer to this opportunity as the human/tech challenge. That challenge involves leveraging technology for efficiency while integrating it with the warmth of human service delivery. In my opinion, your future success will […]

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

Tweet

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

Tweet

Fine-tuning Your Service Expectations and Your Consistent Delivery of Service Behaviors

Tweet We’ve all had it happen. As customers, we’ve encountered a service provider who unfortunately chose to attend to something of interest to them instead of attending to our needs. As a result of their self-preoccupation, we were left to feel like we were intruding on their text messaging session, their online purchase, or interrupting […]