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Joseph's Blog

Category Archives: Customer Experience

{Infographic} Once Upon a Time People Assisted One Another…

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Once Upon a Time People Assisted One Another…

Tweet It seems like every week I read something like: “UiPath, a robotic process automation (RPA) startup that’s setting out to help companies automate repetitive tasks, has raised $30 million in a Series A round of funding. UiPath <is>…bringing automation to the ‘intelligent enterprise.’ It specializes in building what it calls ‘intelligent software robots’ that help […]

{Infographic} Transforming Optimism on Transformation

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Transforming Optimism on Transformation

Tweet The word transformation is all the rage in business today. I suspect that’s a byproduct of another trendy word disruption. Given the speed of change ignited by start-up businesses and technology companies, many established and larger companies find their lack of nimbleness to be a liability. The challenges of accelerating new behaviors across a […]

Choosing Where to Invest In Customer Experience Innovation: The Art of Tradeoffs

Tweet When asked if customers would like to have more exciting products, faster delivery, lower prices, OR friendlier service, the answer is always YES. The challenge of customer experience excellence isn’t whether to improve products, people, process, or technology. The challenge is to identify which product, process or technology improvement will produce the greatest benefits […]

{Infographic} Out with the old, in with the new and not so new

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Out With The Old, In With The New And Not So New: 3 Trends to Consider In Customer Experience Delivery

Tweet Are you ready for conversational commerce, digital gifting, and secondhand markets? Great customer experience brands are constantly tracking macro-changes in consumer behavior and trying to determine if an emerging trend is simply a fad (hot for the short run but soon to fizzle) or a meaningful pattern worthy of infrastructure investment. Here are three […]

{Infographic} What Are Your UICs?

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What are Your UICs? Lessons from American & United Airlines Customer Experience Debacles

Tweet I call them UICs (unique industry challenges) and I see them as foundational issues that must be overcome to deliver outstanding customer experiences. Recently, high profile incidents at American Airlines (a confrontation between a flight attendant and a mother with two children as well as another passenger overheard the flight attendant’s behavior concerning the […]

{Infographic} A Contrarian View on the United Airlines Customer Nightmare

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