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Author: Keith Kirkpatrick

Empathy in customer service
Keith Kirkpatrick

Delivering Empathy to Improve CX

While Most Humans Understand Empathy, Training and Tools Can Help Agents Deliver Empathy More Consistently
Salesforce analytics for CSPs
Keith Kirkpatrick

Salesforce Delivers New Analytics, AI, and Automation Solutions for Communications Providers

New Solutions Designed to Meet Customer Needs While Helping CSPs Reduce Costs
Amdocs Microsoft Customer Engagement Platform
Keith Kirkpatrick

Amdocs, Microsoft Announce a New Customer Engagement Platform

New Platform Brings Together Amdocs’ Commerce and Care Suite and Microsoft’s Cloud Solutions
Remote contact center management
Keith Kirkpatrick

Managing Remote Contact Center Workers to Ensure Success

A Combination of Tools, Training, and Engagement Can Improve the Remote Worker/Management Dynamic
Enterprise CX spending survey
Keith Kirkpatrick

Surprise: Enterprise Execs Plan to Increase Digital CX Investments This Year

Despite Macroeconomic Uncertainty and Inflation, a TELUS Survey Finds Many Executives Raising 2023 Digital CX Budgets up to 25%
Alleviating customer experience pain points
Keith Kirkpatrick

Identifying and Responding to CX Pain Points

Training and Technology Should Be Used in Tandem to Improve CX
EisnerAmper survey on cybersecurity and CX
Keith Kirkpatrick

Corporate Leaders See External Hackers, Internal Staff Errors, as Top Cybersecurity Breach Causes

Increased Customer and Employee Friction May Be Necessary to Thwart Threats
CX for local governments
Keith Kirkpatrick

Building Trust with Citizens Through Better CX

Local Municipalities Must Learn from Their Commercial Counterparts
Restaurant customer experience technologies
Keith Kirkpatrick

Balancing Efficiency Against Human Interaction in Restaurants

Self-Service, Automation, and Third-Party Partners Can Improve Service, But May Impact CX
Auto authentication using multi-factor authentication and biometrics
Keith Kirkpatrick

Auto-Authentication Techniques to Save Time and Improve CX

Consider Multi-Factor and Voice Biometrics to Improve Security
SugarCRM digital self-service launch
Keith Kirkpatrick

SugarCRM Debuts New Digital Self-Service Capabilities

End-to-End Interactions Allow B2B Customers to Streamline Operations
Keith Kirkpatrick

Improving CX in Food Manufacturing

CX Starts with Quality, But Can Be Extended Through Enhanced Responsiveness
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