customer journey

February 8, 2017

COLLABORATION

Contact Center: The Digital Goalkeeper

While watching soccer in the United Kingdom (or as the rest of the world calls it, football), I metaphorically started to think of how the modern contact center has become what I refer to as the “digital goalkeeper.” Think of your contact center as your “digital backstop” and your agents as your “digital goalkeepers.”

September 8, 2015

RETAIL AND HOSPITALITY

Determining the Value of the Virtual Shopping Experience

We are increasingly hearing about the value of improving the shopping experience by adding virtual expertise to the store. As head of Cisco’s Retail & Hospitality practice, I frequently talk...

March 5, 2014

DIGITAL AND SOCIAL

Content: Are you Taking the Right Journey?

We all know about the importance of knowing your customer needs, and focusing on the digital journey. But all too often, we overlook the content that customer experiences -- and...

October 9, 2013

DIGITAL AND SOCIAL

What Advocacy and My Yoga Pants Have in Common

I have been getting a lot of questions about advocacy so I want to take a few minutes to share my thoughts. I often hear people use the terms “influencers” and “advocates” interchangeably. While there are similarities between these two groups, in my opinion they’re not necessarily one and the same. You may have a […]

Realizing the Benefits of Internet of Everything for Customer Experience: Part 1 #IoE

We’re entering the age of the Internet of Everything (IoE), which is about connecting the Internet to the physical world (people, process, data, and things). We’re early in the process, with approximately 10 billion devices already connected. By 2020, Cisco projects that this number will reach 50 billion “things.” One of the key areas of […]