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Joseph's Blog

Tag Archives: Customer Experience Consultant

{Infographic} Customer Experience Speaker, Consultant, Author, or … A Robot

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

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Voting for Over-Delivery: The Inspirational Power of Promises Fulfilled {Infographic}

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The Kindness GAP: Differentiation by Practicing Civility in Uncivil Times

Tweet In addition to highly conflictual political discourse (which may have sunk to an all-time low in the US), I’ve recently observed a number of people making obscene gestures at one another, swearing, and ranting in stores as well as during miscellaneous business transactions. American activist Rachel Corrie once noted, “We should be inspired by people…who show that human […]

We Are All In The Perception Business!

Tweet Recently, I’ve been suggesting that “perceptions” are a key economic driver. In the course of my work as an experience designer and consultant, I have been defining customer experience strategy as a disciplined approach to brand differentiation achieved by elevating the perception of those you serve based on their interactions with you. Obviously, in […]

Make a Mouse: The Power of a Culture of Customer Experience Excellence {Infographic}

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You Want Engaged Employees? Ignite Mastery {Infographic}

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Send in the Drones: Elevating Service in A Technology-Driven World {Infographic}

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