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Author: Keith Kirkpatrick

Physical digital customer experience
Keith Kirkpatrick

Phygital Experiences to Drive CX in 2023 and Beyond

Melding the Best of Physical and Digital Customer Experience Is on the Agenda for Many Companies
Airline automation and artificial intelligence
Keith Kirkpatrick

Managing CX via Automation and AI

Volaris Airlines Emphasizes Messaging Services in Move to Omnichannel Customer Service
Aligning CX with product-led growth strategies
Keith Kirkpatrick

Aligning CX with Product-Led Growth Strategies

Drawing Customers in with Free Access Drives Acceptance and Lets Them Contribute to Product Value
Saying no to customers
Keith Kirkpatrick

Steps for Saying ‘No’ to Customers While Maintaining a Good CX

Offering Alternative Options and Explaining Reasoning and Rationale Go a Long Way
Airline automated customer support
Keith Kirkpatrick

Frontier Airlines Eliminates Live Agent Customer Support

The Decision Is On-Brand for the Discount Carrier, But Could Prove Risky and Alienating
Keith Kirkpatrick

SugarCRM: Provide a Great CX to Drive Sales and Retention

Firm’s Analyst Day Provides Customers Opportunity to Discuss What Matters to Them
Movie theater CX survival lessons
Keith Kirkpatrick

Applying Survival Lessons Learned from the Movie Theater Industry

Theater Operators Have Invested in Premium Experiences and Other Efforts to Get Through Tough Times
Restaurant menu hacks and customization
Keith Kirkpatrick

Managing Menu Hacks to Ensure Efficiency and Good CX

Allowing Too Much Customization Can Hurt Restaurants and Their Employees
Background noise reduction for customer service
Keith Kirkpatrick

Background Noise Elimination a Key to Ensuring Good Interactions Through Voice

AI Technology Offers One Method for Suppressing Noise on Both Ends of a Call
Customer authentication telecommunications
Keith Kirkpatrick

Customer Authentication – Efficiency Is Important to Ensuring a Good Experience

A Negative Personal Experience Provides Reminder of All That Goes into Positive CX
Keith Kirkpatrick

Creating Compelling Customer Experiences to Entice People to Attend In-Person Events

Scheduling, Cost, Convenience, and Competition Are Among the Factors to Consider
CX recession strategies
Keith Kirkpatrick

Using CX as a Strategy for Managing Economic Downturns

AI, Automation, and Customer Retention Activities Could Help Businesses Weather Bad Times
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