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Joseph's Blog

Tag Archives: Customer Experience Keynote

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} 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. […]

Customer Experience Excellence – The Science and the Craft

Tweet Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it. Additionally, […]

Customer Resolution 2017 – Perfect Experiences {Infographic}

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Thanksgiving & Your Business Year-Round {Infographic}

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

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Technology: A Blessing & A Curse to Customer Experience Delivery {Infographic}

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Customers Aren’t Always Right: Courageous Leaders Need to Be {Infographic}

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Beating the Giant: It’s as Simple as Artisanship

Tweet I suspect you’ve heard the phrase, “dollars to donuts.” From my research, its earliest reference occurred in 1876 and typically implies a wager where you are so certain of a bet that you are willing to gamble losing dollars (something of higher value) for the prospect of winning donuts (something of lower value). In […]