Author: Keith Kirkpatrick

CX Starts with Quality, But Can Be Extended Through Enhanced Responsiveness
Clear Policies and Controls Can Elevate CX While Protecting Against Returns Abuse
Customer Service Shifting Away from Live Interaction Was Not the Only Major Movement in the Last Year
Providing Visibility, Transparency, Honesty, Responsiveness, Convenience, and Empathy Go a Long Way
The Southwest Airlines Debacle Offers Competitors Opportunity to Show They Care
Melding the Best of Physical and Digital Customer Experience Is on the Agenda for Many Companies
Volaris Airlines Emphasizes Messaging Services in Move to Omnichannel Customer Service
Drawing Customers in with Free Access Drives Acceptance and Lets Them Contribute to Product Value
Offering Alternative Options and Explaining Reasoning and Rationale Go a Long Way
The Decision Is On-Brand for the Discount Carrier, But Could Prove Risky and Alienating
Firm’s Analyst Day Provides Customers Opportunity to Discuss What Matters to Them
Theater Operators Have Invested in Premium Experiences and Other Efforts to Get Through Tough Times

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