Customer Experience Blog

Posted on December 15th, 2011 by

Social media in the contact center: know about it (awareness), learn from it (analysis), and do something (action), even if that means not responding to it.

Posted on October 28th, 2011 by

Earlier this week, I spoke at the RightNow Summit and discussed the customer-driven focus on service we have developed at American Express, and how we have reinvented our approach to deliver an even better experience to our customers. One question I anticipated hearing from customer experience professionals at the Summit following my presentation was “where do we start?” when it comes to delivering the kind of service that makes our customers feel valued and exceeds their expectations. The answer may vary somewhat (every company is different after all), but at American Express we found that we had to start with our most important asset – our people.

Posted on October 25th, 2011 by

Today we kicked off RightNow’s Global Summit series at the Broadmoor in Colorado Springs; we’ve been examining how organizations around the globe are transforming their businesses and placing customer experience at the heart. While other vendors struggle to address this growing market, RightNow still sits exclusively in the leadership position with a fully integrated CX Read More »

Posted on October 18th, 2011 by

We are a few days away from kicking off our global Summits. First, we will be at the beautiful Broadmoor in Colorado Springs, October 24-26.  Then we head to the Celtic Manor, UK, October 31 – November 2; and we will wrap up on the Gold Coast in Queensland, Australia November 8 – 10.
Attending our Read More »

Posted on October 6th, 2011 by

Kyle Snay is System Administrator for Minnesota State Colleges and Universities
I love October. Oh sure, there’s Halloween and the leaves are changing color but that’s not why I look forward to September coming to an end. October is Summit season and bar none the RightNow Summit is one aspect of my job that I look Read More »

Posted on September 14th, 2011 by

As professionals one of the most precious assets we spend is our time, yet few of us are formally trained to be good stewards of our time.
I regularly teach a class at RightNow on time management to all employees interested in taking it.  I have done this for years. Why do I spend my time Read More »

Posted on September 6th, 2011 by

Some would say the purpose of work is to get a paycheck, but if you view work that way you will never be deeply satisfied; you will be just putting in your time.  I believe it is impossible to sustain passion for a paycheck alone.  You must find the higher purpose in your work.
That higher Read More »

Posted on July 28th, 2011 by

Conventional shoppers used to view online retail sites, which focused on sales or deeply discounted products, as not caring about the customer.  They thought these discount online retailers had the attitude of, ‘If you want it, buy it, and just leave me alone.’  But thankfully, that is no longer true.
A new trend in retail, which Read More »